If I contact the Helpdesk, when will I receive a response/solution?
The Helpdesk provides technical support for Saint Mary's faculty and staff.
The Saint Mary's College Helpdesk is staffed by Helpdesk Consultants and Information Technology staff throughout the calendar year.
The Helpdesk is located in 113 Haggar College Center.
The Helpdesk's phone number is 574-284-4715.
You are welcome to e-mail the Helpdesk at firstname.lastname@example.org with your questions. You must use your Saint Mary's e-mail account to contact the Helpdesk.
Students requiring technology assistance should contact the ResNet Office (113 Haggar College Center, 574-284-5319, email@example.com). The Helpdesk does not provide technology assistance to students.
During our normal business hours (Monday through Friday, 8:00am - 5:00pm) you should be able to immediately speak with a Helpdesk Consultant over the phone for assistance. You are also welcome to bring your College-owned laptop computer to the Helpdesk and (on a first-come, first-served basis) receive assistance. If the Helpdesk Consultant is unable to assist you with your computer problem, they will research the problem to find a solution to share with you or refer the problem to an Information Technology staff member to address the issue.
There is a Helpdesk FAQ at http://sites.saintmarys.edu/~hd/helpdeskfaq/ that you may also find useful. This FAQ contains the most common questions that the Helpdesk receives throughout the academic year from faculty and staff. These answers are geared towards computers on our campus network that have a software image installed on it by Information Technology. Many of these questions have solutions that you can easily follow to quickly resolve your technology questions. Click on the question for the answer.
If you send an e-mail to the Helpdesk (firstname.lastname@example.org) during our normal business hours (Monday through Friday, 8:00am - 5:00pm) you should receive a prompt reply as soon as a Helpdesk Consultant or another Information Technology staff member is available. If you send an e-mail outside of our normal business hours, we will respond to your message during our next business day, possibly sooner.
If you leave voicemail at the Helpdesk during our normal business hours you should receive a prompt reply as soon as a Helpdesk Consultant is available. (You should only reach our voicemail during business hours if we are currently assisting another person over the phone.) If you leave voicemail outside of our normal business hours, we will respond to your message during our next business day.
If there is a campus-wide computer issue, such as a network or server outage, the Helpdesk's resources may be limited and it may take longer to repond your requests for assistance. We also apologize in advance if it seems that we are not answering your calls during such a time - our staff will be extremely busy fielding calls and your call may be automatically directed to voicemail.
The Helpdesk would also like to ask for your patience during Orientation Weekend and other times during the year when we are extremely busy assisting new students, faculty, and staff. We really do want to assist you as quickly as possible.
The Helpdesk may have an adjusted schedule during the week of orientation in August.
The Helpdesk is closed from 12:00pm - 1:00pm during breaks when classes are not in session but the College is open (fall break, spring break, period between the fall and spring semesters, and the summer).
The Helpdesk is closed when the College is closed for holidays, weather, and other special events.
Last Modified July 31, 2018