Customer Support

Customer Support     

     

Need help? The place to start is always the Service Desk (see contact information in the right-hand column).

Service Desk staff will record your question or request and either work with you for a successful fix right then or will escalate your call to be addresses by another team member. Service Desk agents will follow up to be sure that you are satisfied with the result.

The Service Desk will help with requests for new service, will help resolve hardware problems and answer software question for supported programs or refer you to someone else who can help.

Please see the other pages in this Service Catalog for details about service requests, standard configurations, assistance with new software solutions, and options for hardware purchases.

  1. FIXX
  2. ADVISORY AND CONSULTING SERVICES
  3. SERVICE DESK

The Service Desk is the central point of contact for the Information Systems Department.

Contact the Service Desk

For best service, use Service Desk Self Service to send your support request. Report and track your request online!

Dial 748-3499 (748-FIXX) to speak to an analyst.

Email the Service Desk with a subject of "Open Call". A call will be opened in your name and immediately forwarded to an analyst.

Hours of Operation

Monday through Friday
7 a.m. to 6 p.m.

Services

The Service Desk handles requests from clients concerning any of the following services:

  • Computer Applications - client server, and desktop software
  • Computer Equipment:
    • Laptops
    • PCs
    • PDA
    • Plotters
    • Printers
    • Scanners
    • Servers
    • Other peripheral devices
  • IT Related Procurement - hardware, software, specialized applications and support services
  • IT Related Special Projects - new requests that require detailed planning and preparation
  • Network Infrastructure - network communications and connectivity service
  • Telecommunications Equipment and Service:
    • Cell phones
    • Fax machines
    • Pagers
    • Radios
    • Telephones

Service Levels

All e-mail messages will receive a response within 24 hours.

A staff member will be assigned to monitor the activities of each call to ensure timely attention and resolution.

Charges

There is no charge for contacting the Service Desk.