The OIT Desktop Support team is available to troubleshoot technical issues that cannot be resolved by the Help Desk. Additionally, we work behind the scenes to ensure that our clients have a stable, efficient computing environment. If you are unsure as to whether or not you are supported by our group, please refer to the list of supported departments. This is located in the navigation bar on the left.
If you require assistance, please contact the Help Desk at x2222 (option 1), or email firstname.lastname@example.org. One of our analysts will provide assistance with your problem. In many cases, they will be able to provide immediate resolution to your issues. The Help Desk is open 24/7, 365 days a year to assist customers.
In the event that your issue requires specialized expertise, or otherwise cannot be resolved over the phone, the Help Desk will generate a support ticket. You will then be contacted by a Desktop Support Analyst by phone or email as soon as possible, and in accordance with the urgency of the problem. For more information, please consult our Support Policies page.
Request Response Process
- The request is received.
- A support ticket is generated and assigned to the Desktop Support group.
- An email is sent notifying you that your ticket has been created.
- A Desktop Support Analyst responds.
- Once the Analyst has resolved the issue, the ticket is closed, and an email is sent notifying you of the closure.
After Hours Assistance
Outside of normal business hours (Monday through Friday, 7:30 AM to 5 PM), and on Holidays, the Help Hesk will create a ticket for response the following business day.
If your issue is an emergency, please tell the Help Desk what department you are from and that you require immediate Desktop assistance. The analyst will take your number, open a ticket, and contact a Desktop Support Analyst to return your call within 4 hours.