What is the Service Support Center?

The Service Support Center is the main point of contact for reporting all information technology, telecommunications and media services related issues and requests.

Can the Service Support operator solve my technical questions?

The Service Support operator is a switchboard operator, not a technician. His/her job is to make sure that your request is logged into the Service request System, to match the right technician with the request, to assign the job to the right technician and to follow up until the request is resolved.
However, the Service Support operator does resolve many day-today requests like opening new accounts, resetting passwords, etc.

What areas and services does the Service Support Center cover?

We are responsible for all STU computer hardware, software, network access, wireless networks, telephones, voicemail, cell phones, PDA’s, cable television, media services, video production, audio production and website management.

How do I contact Service Support?

1. Dial (305) 628-6610
2. On campus, dial 6610
3. By email at helpdesk@stu.edu
4. Stop by Kennedy Hall 110.

What are the regular hours of operations?

From 8:00AM - 5:00PM Monday through Thursday, 9:00AM -5:00PM Fridays, the help desk operator will process calls, emails and greet visitors. After 5:00PM, the help desk calls are forwarded directly to a technician, who will assign the calls to our student assistants, who remain on campus until 10:00PM.

During weekends, student assistants process the help desk calls from 9:00AM - 5:00PM.

What happens after I report a problem or make a request?

The Service Support operator logs your service request in our online Service Request System and routes the job to the appropriate person in our team.

What happens when I leave a voice mail at the Service Support number?

The Service Support operator will process the request and open a service request, if necessary. After 5:00PM, and on weekends, the help desk calls are forwarded to a technician, who will assign the calls to our student assistants, who remain on campus until 10:00PM during weekdays, and 5:00PM during weekends.

How do I know my request was opened?

You can go online at /oit/service and see all outstanding calls and status information.

Will I be notified after a request is opened, closed?

You will receive an email notification or a phone call once your ticket has been resolved.

Can I call a technician directly?

We discourage this, since it disrupts the pending job queue, could delay other pending projects and it disrupts cross-training among our team members