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Purpose
The ITS Help Desk is the point of contact
for all information technology questions, problems, reports, service requests,
and inquiries from faculty, staff, and students regarding computer hardware,
software, Internet connectivity, telephone, cable TV, and any network problems
needing resolution.
Contacting HELP
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Email: help@cbu.edu
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Call 321-4438
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Visit the HD customer service window located
in Rosanne Beringer Computer Center
(Information needed: your name, telephone
number, e-mail address, due date, and a brief question or description of
the problem)
Tracking Requests for Help
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Each request for help is transferred into
a work order and the work order is stored in a database that is shared
by the entire ITS staff.
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The requestor will be given the work order
number so he/she can inquire into the status of the request.
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The work order is then assigned to the appropriate
ITS staff member for resolution.
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If a work order is reassigned, the reassignment
information will be recorded in the work order and the requestor will be
notified of the change.
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Upon completion of the work order, before
it is closed, the requestor is contacted to confirm his/her satisfaction
with the work done.
Emergencies
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Emergencies such as server outages, Internet
service disruptions, or major telephone outages will be referred to the
appropriate staff immediately.
Holiday Coverage
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Help email and voicemail are not monitored
on holidays. It will be monitored on campus closures other than holidays.
On holidays there will be a cell phone number that will be announced to
campus users. This cell number can be called in case of an emergency
server outage, Internet service disruption, or major telephone outage.
Return to the Help Desk
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