[37828] in Resnet-Forum
Re: Helpdesk for students
daemon@ATHENA.MIT.EDU (Carla Rounds)
Fri Dec 21 11:14:48 2012
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Message-ID: <50D48ACC.9040700@ucsc.edu>
Date: Fri, 21 Dec 2012 08:14:04 -0800
Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU>
From: Carla Rounds <cjrounds@ucsc.edu>
To: RESNET-L@LISTSERV.ND.EDU
In-Reply-To: <CAJiOijPh9p+d9wL8Y1rWVz-wCf2mZ-V-R1FTNokWLeDu3kgW+g@mail.gmail.com>
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Are your student employees Certified Techs to do hardware repair on
warranty items or is it full time staff that do this work?
On 12/21/2012 8:09 AM, Cesar Nau [Staff] wrote:
> We assist our customers network connections, mobile device setups,
> e-mail configuration, malware removal, OS re-installs (as long as they
> provide the media), access to the University portal, software
> installation, and hardware repair for Dell, HP, and Apple computers
> that are still under warranty. We do not perform data backups but do
> assist the customer in doing so themselves.
>
>
> Cesar A. Nau
> Assistant Director
> Fordham University | IT Customer Care
> 718.817.4598
>
>
> On Fri, Dec 21, 2012 at 9:41 AM, Lyons, Andrew H <alyons@albany.edu
> <mailto:alyons@albany.edu>> wrote:
>
> We assist with network connections, e-mail connections,
> instruction and browser issues with University services like the
> portal and LMS, and other relatively basic or advising things.
>
> We have instructional workshops for malware or OS reinstall where
> our student techs teach and the students actually do.
>
> We don’t do any hardware support for personal equipment beyond
> general advice.
>
> Andrew Lyons, IT Support Specialist
>
> ITS Client Support Services
>
> University at Albany
>
> *From:*Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU
> <mailto:RESNET-L@LISTSERV.ND.EDU>] *On Behalf Of *Claudia
> Servadio-Coyne
> *Sent:* Thursday, December 20, 2012 4:19 PM
> *To:* RESNET-L@LISTSERV.ND.EDU <mailto:RESNET-L@LISTSERV.ND.EDU>
>
>
> *Subject:* [RESNET-L] Helpdesk for students
>
> I'd like to know what kind of ITS related services other Colleges
> provide at their helpdesk for students?
>
>
>
> For example: We connect students to the network, backup data and
> reinstall the OS (if they have their disks), remove viruses, stuff
> like that but very little hardware.
>
> --
> Claudia Servadio-Coyne
> Student Technology Manager ITS
> Colgate University
> phone: (315) 228-7126
>
> ___________________________________________________ You are
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> To subscribe, unsubscribe or search the archives, go to
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> ___________________________________________________ You are
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> ___________________________________________________ You are subscribed
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> To subscribe, unsubscribe or search the archives, go to
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--
Carla Rounds
University of California, Santa Cruz
Santa Cruz, California 95064
cjrounds@ucsc.edu
(831) 459-5757
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<div class="moz-cite-prefix">Are your student employees Certified
Techs to do hardware repair on warranty items or is it full time
staff that do this work?<br>
<br>
On 12/21/2012 8:09 AM, Cesar Nau [Staff] wrote:<br>
</div>
<blockquote
cite="mid:CAJiOijPh9p+d9wL8Y1rWVz-wCf2mZ-V-R1FTNokWLeDu3kgW+g@mail.gmail.com"
type="cite">We assist our customers network connections, mobile
device setups, e-mail configuration, malware removal, OS
re-installs (as long as they provide the media), access to the
University portal, software installation, and hardware repair for
Dell, HP, and Apple computers that are still under warranty. We do
not perform data backups but do assist the customer in doing so
themselves.
<div class="gmail_extra">
<br clear="all">
<div>
<div><br>
</div>
Cesar A. Nau
<div>Assistant Director</div>
<div>Fordham University | IT Customer Care</div>
<div>718.817.4598</div>
</div>
<br>
<br>
<div class="gmail_quote">On Fri, Dec 21, 2012 at 9:41 AM, Lyons,
Andrew H <span dir="ltr"><<a moz-do-not-send="true"
href="mailto:alyons@albany.edu" target="_blank">alyons@albany.edu</a>></span>
wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0
.8ex;border-left:1px #ccc solid;padding-left:1ex">
<div link="blue" vlink="purple" lang="EN-US">
<div>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Georgia","serif";color:#1f497d">We
assist with network connections, e-mail connections,
instruction and browser issues with University
services like the portal and LMS, and other
relatively basic or advising things.</span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Georgia","serif";color:#1f497d"> </span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Georgia","serif";color:#1f497d">We
have instructional workshops for malware or OS
reinstall where our student techs teach and the
students actually do.</span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Georgia","serif";color:#1f497d"> </span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Georgia","serif";color:#1f497d">We
don’t do any hardware support for personal equipment
beyond general advice.</span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Georgia","serif";color:#1f497d"> </span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Georgia","serif";color:#1f497d">Andrew
Lyons, IT Support Specialist</span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Georgia","serif";color:#1f497d">ITS
Client Support Services</span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Georgia","serif";color:#1f497d">University
at Albany</span></p>
<p class="MsoNormal"><span
style="font-size:10.0pt;font-family:"Georgia","serif";color:#1f497d"> </span></p>
<p class="MsoNormal"><b><span
style="font-size:10.0pt;font-family:"Tahoma","sans-serif"">From:</span></b><span
style="font-size:10.0pt;font-family:"Tahoma","sans-serif"">
Resnet Forum [mailto:<a moz-do-not-send="true"
href="mailto:RESNET-L@LISTSERV.ND.EDU"
target="_blank">RESNET-L@LISTSERV.ND.EDU</a>]
<b>On Behalf Of </b>Claudia Servadio-Coyne<br>
<b>Sent:</b> Thursday, December 20, 2012 4:19 PM<br>
<b>To:</b> <a moz-do-not-send="true"
href="mailto:RESNET-L@LISTSERV.ND.EDU"
target="_blank">RESNET-L@LISTSERV.ND.EDU</a></span></p>
<div class="im"><br>
<b>Subject:</b> [RESNET-L] Helpdesk for students</div>
<p class="MsoNormal"> </p>
<p class="MsoNormal">I'd like to know what kind of ITS
related services other Colleges provide at their
helpdesk for students?</p>
<div>
<div class="h5"><br>
<br>
For example: We connect students to the network,
backup data and reinstall the OS (if they have their
disks), remove viruses, stuff like that but very
little hardware.<br clear="all">
<br>
-- <br>
Claudia Servadio-Coyne<br>
Student Technology Manager ITS <br>
Colgate University<br>
phone: (315) 228-7126<br>
<br>
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</blockquote>
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<br>
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<br>
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<pre class="moz-signature" cols="72">--
Carla Rounds
University of California, Santa Cruz
Santa Cruz, California 95064
<a class="moz-txt-link-abbreviated" href="mailto:cjrounds@ucsc.edu">cjrounds@ucsc.edu</a>
(831) 459-5757</pre>
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