[37839] in Resnet-Forum
Re: Helpdesk for students
daemon@ATHENA.MIT.EDU (Keenan Parmelee)
Fri Dec 21 13:22:30 2012
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Message-ID: <20121221182159.GA11403@hal.rescomp.berkeley.edu>
Date: Fri, 21 Dec 2012 10:21:59 -0800
Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU>
From: Keenan Parmelee <keenanp@rescomp.berkeley.edu>
To: RESNET-L@LISTSERV.ND.EDU
In-Reply-To: <CAGf0J1omkekKfF=Rio7zF5=Y=W1+_HNLhWCAe_1Yc5asceC6ZA@mail.gmail.com>
We provide our residential customers pretty much any computer-related service as
"best effort." Typically, if it appears to be a hardware problem and the device
is under warranty, we'll refer them to their service provider so as to not void
the warranty.
Our most common issues, by far, are security vulnerabilities and malware
infections. Our campus scanners will detect vulnerabilities/malware and disable
our resident's Internet connection until we are able to resolve the problem.
We have been known to assist with data backup (primarily using a customer-owned
external HDD) and OS reinstall. If we need to do hardware, we make sure that
the resident knows that what we do is "best effort," meaning we have no
guarantees that we will fix the problem. For liability purposes, the customer
must remain with their computer while we're working on it.
We provide assistance over the phone, via drop-in Office Hours, and
appointments to a resident's room.
All of our services are provided by student staff, and we try to get our staff
as much experience as possible to help their professional development.
Basically this means if a residential customer has any technology-related
problem, they can bring it to us and we'll try our darndest to help them out or
refer them to the right people.
--
Keenan Parmelee
Technical Services Manager
Student Affairs Information Technologies
(510) 643-9937
http://rescomp.berkeley.edu
On 16:18 Thu 20 Dec , 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
>
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