About Information Services
The Help Desk strives to respond to each inquiry and each in-person visit in a timely manner. We may ask for additional information about each caller and each problem so that calls can be logged and problems tracked to resolution. It is our goal to resolve the issue during the initial call. If this is not feasible, we strive to resolve the issue within a reasonable timeframe. Since the Help Desk strives to respond to all its customers, the time spent on each individual contact is necessarily limited. Certain problems may need to be researched or escalated to the next level of support in order to be resolved. The Help Desk will assign such problems to the appropriate group or individual. All calls are put into a service queue based on the priority determined. Emergency after hour calls (System Down) will be escalated to our staff so that we can address the emergency as quickly as possible.
The Help Desk issues computers with a standard set of university approved software applications. Any software/hardware/technology not installed or configured by IS may be outside of this scope and of the Help Desk support parameters. Please note that this does not necessarily mean other software, hardware, and technology is "banned" or "not recommended". This simply signifies that the Help Desk cannot provide assistance with every technology.