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Technology
Questions? Client Services, IRT Tech Desk
provide the answers
From
Information Resources and Technology
Technology
help is only a phone call, e-mail, or mouse click away.
IRT
offers a variety of ways to get help with your technology questions:
by phone, e-mail, in person or on the Web. Today’s article
provides an overview of Client Services and the types of technology
issues each of our teams is dedicated to solving.
The
Tech Desk
The
best place students and staff can go for technology help is the
IRT Tech Desk,
(651) 962-6230. All phone calls and e-mails coming into the
Tech Desk are
turned
into work tickets entered into our ticketing software called
Web
Help Desk. Many of the issues are actually resolved by student
employees who staff the Tech Desk before being assigned to
an IRT staff member.
Blackboard
problems, password resets, Murphy
online
access and basic PC/Mac/software issues are typical of
the calls resolved at the Tech Desk. Issues that can not be resolved
at
the Tech Desk are escalated to Rapid Response, CORE,
the
Academic Technology
Consultants or another department within IRT. Rapid
Response
The
Rapid
Response team provides site visits that are of the break-fix
variety, software
and client installs, classroom emergencies, new
computer replacements in the summer, and booking and supporting
classroom technology. Its goal is to respond rapidly to computing
and classroom
issues that impede work at the university. Classroom emergencies
are Rapid Responses’ highest priority and are responded to
within 10 minutes.
CORE
CORE
team members are assigned to administrative departments
across campus and are dedicated to the department’s technology
support needs. The CORE team also is responsible for managing
UST’s
desktop environment. They manage Sophos, our campus anti-virus
solution and Altiris, our tool that pushes patches; they lead
the summer computer
replacement project, manage campus printing, and are certified
in Macintosh and PC hardware repair.
Academic
Technology Consultants
Every
academic department has an Academic
Technology Consultant (ATC)
dedicated to the department's technology
support needs.
ATCs provide
general technology assistance, including training, application
consulting for instruction and research, and in partnership
with Web and Media
Services, help with Web-based course development tools.
ATCs are assigned to clusters of academic disciplines across
campus
and exist
to be faculty members' personal and single point of contact
for all their technology needs.
We
hope this gives you a better understanding of Client Services
and the variety
of technology support we offer.
Questions?
Contact the Tech
Desk, (651) 962-6230.
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