If I contact the Helpdesk, when will I receive a response/solution?
The Helpdesk is located in 113 Haggar College Center, and can be reached at 574-284-4715. The Helpdesk is available to assist faculty and staff with their technology questions. The Helpdesk is also available to all members of the campus community with ID cards and Prism PIN resets.
Students requiring technology assistance should contact the ResNet Office (113 Haggar College Center, 574-284-5319).
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://www.saintmarys.edu/helpdesk/helpdeskfaq that you may find useful regardless of whether the Helpdesk is available or not to assist you. 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 correct your computer problems. 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 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 or details on the outage. 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.
Last Modified July 26, 2012