By Phone
(812) 237-2910
or
(888) 818-5465
Your call will be answered by either a student analyst or one
of our full-time staff members. If the
analyst is unable to answer your question, then an incident will
be created and assigned to one of our consultants to follow up
with you. Also, you will be given the incident number that we
use to track the request. Please use this incident number to
later get status from the Help Desk concerning your request. It
is very important to have specific information
ready and available to give to the Help Desk analyst when you
call so that we can log and track your request accurately. If
all of our analysts are busy and you experience a long delay in
our telephone queue, we encourage you to report
your service difficulty.
By the Web
To send your information via the web:
1. Go to http://myisu.indstate.edu
2. Go to Self Service
3. Select My Banner Self-Service Links
4. Select Help Desk Self Service
5. Select the "Create Help Desk Ticket" button at the
bottom of the page.
By Fax
(812) 237-4461
Please send us your name, phone number, e-mail address, a brief description of
your problem, and the best time and way to contact you. A Help Desk analyst will
contact you
within 1 business day. If the analyst
is unable to answer your question, then an incident will be
created and assigned to one of our consultants to follow up with
you. Also, you will be given the incident number that we use to
track the request. Please use this incident number if you
request the status of your request from the Help Desk later.
In Person
Student Computing Complex (SCC) 110
Our walk-in hours are 7:30am until 4:30pm
Monday through Friday.
(24-Hour Lab) [See
Map]
Click here for hours of operation.
By E-mail
IT-Help@indstate.edu
A Help Desk analyst will send a reply e-mail message to you
within 1 business
day. If the analyst is unable to answer your question,
then an incident will be created and assigned to one of our
consultants to follow up with you. Also, you will be
automatically sent the incident number that we use to
track the request. Please use this incident number to later get
status from the Help Desk concerning your request.
Please have the following information ready when contacting
the Help Desk
Help us save you time by having the following information
ready when requesting customer service:
-
When calling the help desk be prepared
to give the following information: Last Name, First Name,
Building, Room, e-mail Address, and Phone Number.
-
When calling with a login problem, be prepared with the
following details: network server used, user name,
password, description of the problem,
exact error message.
-
When calling with a system problem, be able to quote the
exact command syntax you used, the sequence of commands and
responses, and the exact error
message(s) you received, system
description, property tag,
and description of the problem.
-
Please provide us with the best times to reach you and/or
give us alternate contact information.
-
If calling in for someone else, please
be able to provide us with the above and also with up-to-date
contact information for that user such as Building, Room,
Phone Number, and E-mail address.
Note: We at the Help Desk realize that many Indiana State
University computer users have developed strong working
relationships with OIT consultants and Technical Support
personnel. However, a central place for resolving computing
problems and questions has been shown to be a more effective
alternative to this approach when serving a large community. We
therefore request that you contact the Help Desk when you have a
problem or question instead of the OIT consultant or technician
you called in the past. Our consultants are frequently on campus
handling calls previously placed via the Help Desk, and they are
not able to respond to their voice mail or e-mail in as timely
manner as they may have in the past.
Reporting Service Difficulties
OIT provides multiple avenues for you to provide
feedback regarding our services. We encourage you to take
advantage of the opportunity to tell us your support needs and
concerns.
-
After calling the Help Desk, if you feel that assistance
provided by the Help Desk staff was not sufficient or timely,
please call or e-mail the Help Desk Manager,
David Bigney.
-
When calling the Help Desk, if you have any difficulties
with any Help Desk analyst, please request to be transferred
to the Help Desk Manager,
David Bigney.
-
The Director of User Services,
Yancy Phillips
is available if you wish to escalate your request
for consideration for more immediate attention and resolution.
-
All faculty and staff who call the Help Desk receive a
follow-up survey after OIT feels that the request has been
resolved. This is a way not only to provide feedback on the
analysts who assisted you in the Help Desk or in your office,
but also a way for you to tell us if the problem was
resolved to your satisfaction and is not recurring.
-
Your questions and feedback provide important information
to OIT and are appreciated.
