Article by Sally Hritz
Originally published in a different format
OIT's Technology Support Center functions as a help desk on technology topics. Its customer service agents respond to questions, problem reports, service requests, and inquiries from faculty, staff, and students on computer hardware and software, Internet access and related topics.
The Help Desk provides an essential support service for many campus computer users. Since its beginning in autumn quarter 1996, the number of phone calls to the Help Desk has increased from an average of 11,000 to 20,000 per quarter. The Help Desk staff also responds to more than 3,500 e-mail and Web site inquiries each quarter.
The service delivery task of the Help Desk is to respond in a timely and satisfactory manner to a large number of computer users who have an infinite variety of questions ranging from how to restore missing tool bars to opening files and e-mail attachments to dealing with error messages. Linda DeBula, Help Desk operations coordinator, reports that the Help Desk consists of 11 full-time staff and from 30 to 40 staff and students working part time.
You have a choice of options for contacting the Help Desk and are especially encouraged to try the virtual help desk. In addition to using a keyword search to find answers to questions, you can download forms for various services, including e-mail forwarding, listserv request, computing short courses registration, and WebCT help. You can also get help any time by sending e-mail to email@example.com.
The Help Desk staff is available by phone from 7 a.m. to 10 p.m., Monday through Friday by calling 688-HELP (TDD: 688-8743). Walk-in customer service in room 512 Baker Systems is open Monday through Friday on the following schedule: customer services desk: 7:30 a.m. to 5 p.m., Monday, Tuesday, Thursday and Friday and 7:30 a.m. to 7 p.m. on Wednesdays through the fifth week of the quarter; microcomputing and Internet consultation: 8 a.m. to 5 p.m.; and academic statistical consultation: 9 a.m. to 5 p.m.