[37838] in Resnet-Forum
Re: Helpdesk for students
daemon@ATHENA.MIT.EDU (Kathy Hausmann)
Fri Dec 21 13:18:19 2012
Content-Type: text/plain; charset=iso-8859-1
Mime-Version: 1.0 (Apple Message framework v1283)
Content-Transfer-Encoding: 8bit
Message-ID: <EAEACB89-A21F-4AED-B024-F93963F60674@saintmarys.edu>
Date: Fri, 21 Dec 2012 13:17:46 -0500
Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU>
From: Kathy Hausmann <khausman@saintmarys.edu>
To: RESNET-L@LISTSERV.ND.EDU
In-Reply-To: <CAGf0J1omkekKfF=Rio7zF5=Y=W1+_HNLhWCAe_1Yc5asceC6ZA@mail.gmail.com>
Saint Mary's has a ResNet Office that provides support for students' personally-owned computers. We charge no fees, but students must be present while we work on their devices. The ResNet Office is staffed entirely by students, with an IT staff supervisor.
We'll fix almost anything except hardware, including:
- malware removal
- operating system upgrades and reinstalls (they must have the disks for the software, which we offer through a Microsoft Campus Agreement)
- network connection issues
- basic software installation/support
- room visits for basic printer support (more than 20 minutes and we direct students to the manufacturer)
- room visits for network jack issues
- teach students how to back up their data
- e-mail issues
- NEW for Spring 2013: iOS support for email and network setup (before we've done it as a kindness, now it will be official)
For hardware issues, after we verify an issue is hardware-related, we offer a "translation" service where a student can call the computer manufacturer from the ResNet Office. If they get confused or frustrated with the call, I will step in and explain the issue to the support person, which usually results in us getting escalated to second-level support and a better/faster/happier resolution.
Kathy
On Dec 20, 2012, at 4:18 PM, Claudia Servadio-Coyne wrote:
> 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 subscribed to the ResNet-L mailing list.
> To subscribe, unsubscribe or search the archives, go to http://LISTSERV.ND.EDU/archives/resnet-l.html ___________________________________________________
>
_________________________________________________________
Kathy Hausmann, Coordinator of Student Computing
Saint Mary's College - Information Technology
113 Haggar College Center, Notre Dame, IN 46556
khausman@saintmarys.edu
574-284-5329
"Treat your password like your toothbrush. Don't let
anybody else use it, and get a new one every six months."
- Clifford Stoll
___________________________________________________
You are subscribed to the ResNet-L mailing list.
To subscribe, unsubscribe or search the archives,
go to http://LISTSERV.ND.EDU/archives/resnet-l.html
___________________________________________________
