PANDEMIC NOTICE: During the Pandemic, no walk-up access to the Help Desk will be available. Calls to 5050 will be answered remotely. Hours for live phone coverage will be Monday through Thursday, from 7:30AM until 7:00pm and Friday from 7:30 a.m. until 5:00 p.m. and Saturday from 8:00 a.m. until 5:00 p.m. . These changes may remain in effect until everyone returns to campus or may extend beyond that return depending on staffing availablity.
The IS&T Help Desk is your primary resource for assistance with any computer-related request or problem on Campus. It is located in room RT 1105 of Rhodes Tower, and can be reached at (216) 687-5050. You can also contact the Help Desk via email at email@example.com. During business hours (see below) you can also come to the Help Desk and discuss your issue with one of the staff in person.
“EASY” is the guiding principle of the Help Desk. Its purpose is to make it as easy as possible to get the maximum benefit from the services provided by the IS&T Department. Now you can report your issue yourself via our EASY problem reporting system by going to the internet link: easy.csuohio.edu and filling in the incident form. Completing the form is EASY, because after you enter your CSU ID number and CampusNet password, most of the rest of the form will fill in automatically. Select the category and subcategory of your request from a list of choices, and click “submit”. Your incident will automatically be assigned to the appropriate support area and you will receive a confirming email message.
If you need assistance with any computer-related matter, you can also call the Help Desk at 216-687-5050. We will either provide immediate assistance, or document your issue in our “EASY” problem tracking system and assign your issue to the specialists best suited to address your issue.
Business Hours for the Help Desk: (See Pandemic notice above)
The Help Desk in RT1105 is available for walk-ins during the year when classes are in session, from 8:00 a.m. until 5:00 p.m. Monday through Friday.
The Help Desk phone hours are Monday through Thursday from 7:30 a.m. until 10:00 p.m., Friday from 7:30 a.m. until 5:00 p.m. and Saturday from 8:00 a.m. until 5:00 p.m. During semester breaks when classes are not in session, the telephone is answered live until 5:00 p.m. Monday through Friday.
When the Help Desk telephone is not staffed live, calls can still be accepted and will be routed through a “telephone call tree” list of options which will direct the call to the appropriate support area at which a voice mail message can be left and will be responded to in the appropriate manner.
The following defines support offered to our user community, within both normal business hours and off-hours 7X24. This document will also address how to get support for our most popular topical areas during both on and off-business hours. The IS&T Help Desk will answer phones, process emails and record incidents during regular business hours.
|HELP DESK REGULAR BUSINESS HOURS|
|Monday through Thursday||7:30 am until 10:00pm.|
|Friday||7:30 am until 5:00pm.|
|Saturday||8:00 am until 5:00pm.|
PLEASE NOTE: The normal business hours for the IS&T departmant are Monday through Friday, 8am until 5pm.
For support during normal business hours, please do one of the following:
- Call x5050 to speak to an analyst or leave a message. Once processed your request will be placed into a work queue where it will be worked on based on a priority sequence during our normal business hours.
- Send an email to firstname.lastname@example.org. Once processed your request will be placed into a work queue where it will be worked on based on a priority sequence during our normal business hours.
- Open an Easy ticket and select the appropriate Short Description that best describes your problem. This method will place your request directly into the appropriate work queue where it will be worked on in a priority sequence during our normal business hours.
For support during off-business hours including weekends and evenings:
For all of the areas listed below the following options apply and will result in your incident being placed in a work queue where it will be handled during normal business hours. These options include:
- Call x5050 to leave a message
- Send an email to email@example.com
- Open an Easy ticket and select the appropriate Short Description
For the areas listed below, other options are available and are listed. For individual problems the response will be Next Business Day, for system level problems, staff will be paged and will respond accordingly.
|OFF HOURS SUPPORT BY SYSTEM|
|Problem||Action||Response (NBD: Next Business Day)|
|Password Reset/Authentication Issues||Call x5050 select # pound key leave message||NBD support only|
|Password Reset/Authentication Issues||Go to CampusNet follow password reset procedures||Immediate|
|CampusNet Individual Issue||Call x5050 select # pound key leave message||NBD support only|
|CampusNet System Outage||Call X5050 select option 3||Support Staff Paged, Immediate response|
|Blackboard||Call x5050 select option 2||Forward to Blackboard Support Line|
|CSU homepage, myCSU, ePortfolio||Call x5050 select option 4||Support Staff Paged|
|myPay, Kronos||Call x5050 select option 5||Support Staff Paged|
|Email Individual Issue||Call x5050 select # pound key leave message||NBD support only|
|Email System Issue||Call x5050 select option 6||Support Staff Paged|
|myITLab||Contact the College of Business|