Submitting a Problem to the Help Desk
The Help Desk at Shawnee State University handles calls that range from accounts to telephone issues, software to printing issues, and administrative computing to servers. All technology-related support will come through the Help Desk. There are numerous ways to inform UIS of problems that you are encountering. You may send an email to Help Desk, call the Help Desk at 351-3538, or you may stop by the Help Desk located in the basement of the Administration Building in room 005b.
Reporting an issue over the phone or in person is fine; however, sending an email to Help Desk, ensures that the issue is being communicated in your own words and that information is not accidentally omitted. When you submit an email outlining the issue you will receive an automated response outlining the ticket.
When submitting a problem to Help Desk it is extremely
important to provide as much detail as possible. You should include any error
messages that are being displayed or patterns that you may have noticed. For
example, "The printer works when using Word and Outlook but not from Internet
Explorer," Provides details which assist the support staff in determining the
most effective and efficient way of correcting the problem. If an email simply
reads, "Please check my computer," then the User Support Manager or staff member
will respond with a request for more information.
After a call is submitted to the help desk and a HEAT ticket is created, it is immediately assigned to the appropriate area. If a job has not been addressed or resolved within three days the support staff member will receive an automatic update from the HEAT database. This time period is for routine support tickets. Tickets that are critical to academic instruction or mission critical functions will receive the highest priority.
If you have additional information regarding an pre-existing HEAT ticket please do not send a second email to Help Desk. Send your updated information to Dan White or the appropriate support staff member.
If you have any questions or concerns regarding a HEAT job request, please do not hesitate to contact the help desk by calling extension 3538 or by sending an email to Dan White.