ISS clients may contact the help desk about phone, network, and software, questions and problems, password problems, hardware problems, and general consultation. Questions regarding the use of or problems with software applications should be lim ited to the University sanctioned standard suite. Help desk requests for assistance will be handled according to an assigned priority and staff availability. Requests for work will be scheduled according to an assigned priority and available staff resources. During normal hours, the telephone is answered as soon as possible.
Users have the option of leaving a message in voice mail during regular hours or after hours.
We will return calls to alert customers that a ticket has been written. Priority is normally given to answering the telephone. During busy hours, we may request telephone callers to leave a phone number for callback so as to help people who are waiting in the queue. Keeping labs open and operating at capacity is always a top priority but especially when in use by a regularly scheduled class. Urgent calls receive attention within one hour or the next work day.