What is the Help Desk?
The Help Desk is the main point of contact for reporting all information technology, telecommunications and media services related issues and requests.
Can the Help Desk operator solve my technical questions?
The Help Desk operator is a switchboard operator, not a technician. His/her job is to make sure that your request is logged into the Trouble Ticket 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 Help Desk operator does resolve many day-today requests like opening new accounts, resetting passwords, etc.
What areas and services does the Help Desk 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 Help Desk?
1. Dial (305) 628-6610
2. On campus, dial 6610
3. By email at firstname.lastname@example.org
4. Stop by Dooner Hall 104.
What are the regular hours of operations?
From 8:00AM – 5:00PM, Monday through Friday, the Help Desk operator will process calls, emails and greet visitors. After 5:00PM, the Help Desk calls are forwarded to a technician via our Google Voice line, and the technician who remain on campus until 10:00PM will handle the request.
What happens after I report a problem or make a request?
The Help Desk operator logs your service request in our online Trouble Ticket System and routes the job to the appropriate person on our team.
What happens when I leave a voice mail at the Help Desk number?
The Help Desk operator will process the request and open a Trouble Ticket request, if necessary. After 5:00PM, and on weekends, the Help Desk calls are forwarded via Google Voice to a technician, who remains on campus until 10:00PM.
How do I know my Trouble Ticket was opened?
You can go online at troubletickets.stu.edu, log in, and see all outstanding calls and status information.
Will I be notified after a Trouble Ticket 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