The FIS Support Portal upgrade has been completed. Check it out!

Now that the Support Portal is completely upgraded, you can see a new, easy-to-use interface. New features include:

  • Our new Service Catalog makes it easier to request a service by providing a centralized and consistent process for you to request access to standard services such as new account creations, software and hardware requests, and quota increases.
  • The Reserve Equipment calendar allows you to view loaner equipment availability and request a reservation directly from the portal.
  • The My Assets tool  allows you to easily view information about the computer and hardware assets that are assigned to you. 

Take a moment to familiarize yourself with the FIS Support Portal Guide. Learn about the new features and how to navigate the Support Portal.

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James TylerJames Tyler has accepted a Client Computing position in FIS Technical Services.  He will join us as a Senior Systems Administrator effective June 15, 2015.

His responsibilities will focus on managing and troubleshooting client computers, software deployment and advanced client management.  James holds a Bachelor of Science in Business Information Science and is a certified Dell Technician, Apple Macintosh Technician, and has the CompTIA A+ certification. James previously worked as a Computer Support Specialist I and II at Duquesne University and has over five years of experience performing desk-side support and client management.

James’ experience and knowledge will be an asset to Client Computing.  James will be located at 1917 Cathedral of Learning and will report to Anthony DiGregorio.

Please join us in welcoming James!

 

01 Jun / 2015

Welcome Janet Rager

Janet Rager has accepted the position of Database Administrator in FIS Technical Services effective May 26, 2015.

Janet will be responsible for all maintenance and support of our Oracle databases as well as providing backup support for our SQL Server databases. Janet has a Bachelor of Science in Computer Science degree from Point Park College. She previously worked at US Steel as an Oracle Database Administrator and has experience as a developer, trainer and Records Manager. Janet will be located in B-44 Cathedral of Learning and will report to Carol Zielinski.

Please join us in welcoming Janet to FIS!

Chancellor Gallagher hosted a Faculty and Staff Picnic on May 20th, 2015 which took over Bigelow Boulevard. Hundreds of University faculty and staff flooded the street for food, music and prizes.
Thanks Chancellor Gallagher!

Shane Todd - CroppedShane Todd has accepted an Application Development position in FIS Technical Services. He will join us as an Application Developer effective May 18, 2015.

Shane’s responsibilities will include custom application development as well as third-party system support. Shane holds a Master’s Degree in Internet Information Systems from Robert Morris University as well as a Bachelor’s Degree in Information Technology from California University of PA. Shane previously worked for Robert Morris University as a Programmer Analyst. Shane will be located in B-44 Cathedral of Learning and will report to Rich Welsh.

Please join us in welcoming Shane to FIS!

nationally_ranked-2015_award

HDI is a worldwide professional association and certification body for the technical service and support industry. Support centers are ranked by the HDI Customer Satisfaction Index Service based on data they compiled via benchmarks, reports, and customer feedback. Data from last calendar year was compiled and a list of the top 50 outstanding technical service and support centers across the world was tabulated.  These support centers were recognized by HDI as members of the HDI CSAT Elite 50 and FIS Technical Services was ranked #1 in the world!

FIS Technical Services has been named to the 2015 HDI CSAT Elite 50 as the number one support center in the world!

This prestigious award confirms Financial Information Systems’ mission of delivering the highest level of technical support, instruction, and services to enhance individual and organizational performance by providing value through the strategic use of people, processes, and technology.

IMG_1867 Copy

FIS is proud to offer FIS applications on your mobile device! These applications are now available to install through the FIS App Catalog. If your application isn’t listed, let us know if you’d like it made available!

Applications now available in the FIS App Catalog:IMG_6884

  • FIS Cloud
  • FCR
  • eFunds
  • Bankruptcy Database
  • SOX

How to Access the available apps:

1. Open the FIS App Catalog on your supported mobile device.

2. Scroll to find an app that you’re interested in and choose “Install“.

3. Confirm the install at the next available window. The app will begin installing on your device.

4. Once installed, you will be required to enter your FIS credentials. Please remember to use “FIS\username” when entering your username.

 

Can’t find the FIS App Catalog? Your device may not be supported by FIS yet. Please submit a ticket to have your phone added to our mobile management system.

 

2014HDIawardsCongratulations to Chynna Sherry for being the recipient of the prestigious Pittsburgh HDI Analyst of the Year award! This award recognizes a help desk analyst that exemplifies the best qualities among the practitioners in our region who possess the knowledge and skills required to provide quality service and support for customers.

Brian Samec was also nominated for the Pittsburgh HDI Desktop Support Technician of the Year award. This award is given to a desktop support professional who responds to incidents escalated by the service desk that are related to customer equipment where additional skills, knowledge, tools, or authority are required.

Chynna will now move on to compete for the regional award. Please join us in congratulating and wishing her luck with the regional competition!

James van poolen 2

FIS is pleased to announce that James Van Poolen has accepted the Support Analyst position in Technical Services, effective December 8, 2014.

His responsibilities include analyzing and troubleshooting technical support requests, application testing, user documentation creation, customer training, and ITIL process management. James holds an Associate Degree in Information Technology and the CompTIA Network+ certification. He has most recently worked at NetServe365 as a Network Operations Center Engineer, where he provided troubleshooting and help desk services to customers, configured workstations and mobile devices, and monitored service availability. His experience and knowledge will be an asset to Customer Support. James will be located at 1917 Cathedral of Learning and will report to Carrie Armstrong.

Full technical and functional assistance for all systems, hardware, and software supported by FIS will end at 5:00 PM on Tuesday, December 23, 2014 and resume at 8:00 AM on Monday, January 5, 2015.

As in prior years, only emergency technical and functional support will be available during the Winter Recess and will not include such things as development work, web updates, equipment moves and installations, loaner equipment requests, application configuration, software deployments, training, or new account creations.

To receive timely service, it is important to follow the instructions below to initiate a request for service. Please do not call, leave a voice-mail message, or e-mail a FIS staff member directly to initiate a request for service. All requests will be responded to during the hours listed below according to the levels outlined in the Service Level Agreement. When requesting service, it is important to provide a telephone number where you can be reached during the support hours.

Support Hours

  • Wednesday, December 24     Closed
  • Thursday, December 25         Closed
  • Friday, December 26               9:00 AM – 3:00 PM
  • Monday, December 29           9:00 AM – 3:00 PM
  • Tuesday, December 30           9:00 AM – 3:00 PM
  • Wednesday, December 31     9:00 AM – 3:00 PM
  • Thursday, January 1                Closed
  • Friday, January 2                      9:00 AM – 3:00 PM
  • Monday, January 5                  Resume full operations at 8:00 AM

FIS Support Portal

To initiate a request for service, please use the FIS Support Portal at www.fis.pitt.edu. If you are unable to access the portal please call our FIS Emergency Support Hotline at 412-624-FIS1 (3471).

PRISM Requests

To initiate a PRISM request for service, please call the Technology Help Desk at 412-624-HELP (4357) or select “PRISM Support” at www.fis.pitt.edu.

Happy Holidays!


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