Policies for students visiting the Helpdesk:

The Helpdesk provides technical support to Saint Mary's faculty and staff.

1. Students should not need to contact the Helpdesk for assistance unless they are doing so in their capacity as a student employee or they are requesting an e-mail account for a student group/club/activity.

1. If the student is contacting the Helpdesk in their role as a student employee to report an issue, enter the ticket as normal.
• If they are reporting the issue on behalf of their supervisor/faculty member, please put the ticket under the name of the supervisor/faculty member.
• If the issue is for something in the department and not specific to the student (student computer keyboard is broken), please put the ticket under the name of the department's administrative assistant.

2. For club accounts, we ask that a representative of the group (student or faculty/staff) visit the Helpdesk to pick up a request form for the account to be created. Once the form is complete, signed by the advisor, and returned to the Helpdesk, the account can be created by Information Technology. After the account has been created, the advisor for the club can request the password to the account, or the advisor can e-mail helpdesk@saintmarys.edu to provide the name of a student authorized to obtain the password. The request for the password will need to take place at the Helpdesk, and government-issued identification (driver’s license, passport) will need to be shown.

2. All personal technology questions from students should be redirected to the ResNet Office. ResNet will respond to any e-mails mistakenly sent to the Helpdesk from students requesting personal technology support - no action by HDCs is necessary in that situation.
3. Students requesting to have their Saint Mary's network account password reset should be directed to ResNet.

Policies for Helpdesk Consultants working in the Helpdesk:

1. Be aware that Helpdesk Consultants are a very visible face of Information Technology to not only faculty and staff, but to students and their parents. Please greet people with a smile and a welcoming, helpful presence.
2. Helpdesk Consultants should remember that the goal of working in the Helpdesk is not to simply record a problem being reported, but to solve the problem as efficiently as possible. The focus should be on accurately and helpfully resolving the issue during that initial request for assistance whenever possible, rather than passing the question off to someone else. It is understood, however, that many Helpdesk support calls require on-site assistance or staff involvement.
3. Helpdesk Consultants are expected to stay in the Helpdesk for their shift. Wandering around to the other Information Technology offices is not acceptable, since you need to be available for any phone calls, e-mails, and walk-ins that contact the Helpdesk. If you're not there to address their needs, it reflects poorly on the Helpdesk and all of Information Technology.
4. Helpdesk Consultants are welcome to bring homework to the Helpdesk to work on when things are slow. Computer games, surfing the web, writing e-mail, texting, and online text chats are also acceptable ways to keep yourself entertained when there is nothing else to do while you are on duty and all voicemails and e-mails have been addressed, the tracking system is up-to-date, and all projects from Information Technology staff (including deliveries and cleaning equipment) have been completed.
5. Helpdesk Consultants are welcome to bring personal notebook computers to the Helpdesk during their shifts to work on assignments or other things. If the Helpdesk is busy, a Helpdesk Consultant may need to move her personal computer aside to work on other computers.
6. Please do not make personal phone calls while you are on duty in the Helpdesk. If your cell phone rings, you may certainly answer it, but please explain you are at work and make the conversation very brief.
7. Helpdesk Consultants should not have personal guests in the Helpdesk during their shifts, but some exceptions can be made with the prior approval of the Helpdesk supervisor. One example of an exception would be a visit from a parent arriving from out of town.
8. B11 Cushwa-Leighton Library is available to HDCs at any time the Cushwa-Leighton Library is open. HDCs are welcome to use the computers, network connections, and wireless access provided in that space at their convenience.
9. Group study in B11 Cushwa-Leighton Library by an HDC is acceptable, but only when both the ResNet Office and Helpdesk are not open for technology support.
10. B11 Cushwa-Leighton Library is a quiet place for individual study by an HDC before and after the ResNet Office is open. Again, HDCs' personal notebook computers are welcome in B11 Cushwa-Leighton Library.

Policies for if the Helpdesk is locked:

1. All Helpdesk Consultants are provided with a key to the Helpdesk. Do not lose this key or a fine of $50 may be charged to your student account. You can use this key to unlock the door to B11 any time Cushwa-Leighton Library is open.
2. If you are scheduled to work in the Helpdesk and Cushwa-Leighton Library is not open, please call Security. They should come and unlock the building for you if it is not already open. Your Helpdesk key will identify you as someone with legitimate access to the Helpdesk. Please note that there should be 24/7 access to Trumper via the tunnel from Le Mans when the academic year is in session.
3. You should not be scheduled for in-person shifts that you are unable to work because the Cushwa-Leighton Library is physically closed.