Lawrence University established a Helpdesk to coordinate resolutions to computer-related incidents. All faculty, staff, and students are encouraged to utilize this resource. The Helpdesk is staffed during normal business hours and can be contacted by phone (920-832-6570), by e-mail (helpdesk@lawrence.edu), or by visiting the Helpdesk office in room 201 of the library.
Not all incidents can be addressed in the timeframe indicated by the priority code. However, Information Technology Services strives to address incidents in the timeframe which corresponds to the set priority.
Some incidents cannot be responded to in the short-term since they may require significant analysis, the ordering of parts, or other steps which might lengthen the time needed for any response. Information Technology Services has the right to relegate such incidents into long-term resolution status.
Priority codes and assignments are to be set by Information Technology Services.
All contact (whether through a personal visit, a phone call, a voicemail message, or an e-mail message) is recorded in an incident database called LiveTime. This database contains every student, faculty, and staff name, e-mail address, location, and phone extension, as well as the nature of the incident.
If the Helpdesk consultant can resolve the incident immediately, they do so. Such incidents are then listed as "closed-immediate" in LiveTime.
If the Helpdesk consultant cannot immediately resolve the issue, then the issue is logged, assigned to a technician, and assigned a priority code based upon the urgency and impact of the incident.
LiveTime then sends an e-mail notification to the assigned technician and customer. The e-mail contains a reference number, priority level, and a brief description of the problem. Customers should use the reference number when calling or e-mailing about the incident.
The technician is then responsible for resolving the incident within the timeframe specified. This often requires working with the user. Occasionally, priorities are revised after the initial review or following discussions with the user.