Helpdesk

Contact the Helpdesk
ITS has both professional and student staff to address your questions and concerns. To contact us, dial 920-832-6570 from off campus or simply 6570 from a campus phone, e-mail us, or stop by during regular business hours. The Helpdesk (located in Room 201 of the library) is open:

Mission
The Helpdesk is a resource available to the entire Lawrence community to assist in resolving computer and telecommunications-related issues. If an incident or question cannot be resolved over the phone, it is the job of the Helpdesk to document the incident and to forward that description to an ITS staff member who will pursue a resolution.

Incident Management

1. All contacts, whether from a personal contact, phone call, voicemail message, or e-mail message, are recorded in our incident database. This database contains every student, faculty, and staff name and username, each person's classification (whether faculty, staff or student), phone extension, and nature of the problem.
2. If the Helpdesk consultant can resolve the problem immediately, he or she does so. Such problems are then listed as "Closed-Immediate" in the database.
3. If the Helpdesk consultant cannot immediately resolve the issue, then the issue is logged, assigned to an analyst, and assigned a due date based on urgency of the need and the impact on the campus.
4. The database then sends an e-mail notification to the assigned analyst and contact. The e-mail contains a reference number, due date, and a brief description of the incident detail.
5. The analyst is then responsible for resolving the issues within the timeframe specified (based on the due date of the issue). Resolving the issue often requires working with the user. Occasionally, due dates are revised after the initial review or following discussions with the user.

Shutdowns

Please note the following: Other than in emergencies, users will be notified of most outages 10 days in advance. If you have a need for the system to be available on a particular Saturday, it is preferred that you give ITS at least a couple weeks notice. Contact Charlie Schroeder with these requests. (This pertains to the Banner production systems only.) During shutdown periods, all computers should be shut down to avoid any risk of lost data.

Shutdown periods mean there will be no access to:

• E-mail
• Internet Services
• Lawrence Websites
• Network Space
• Oracle databases and related systems (Banner, Brio)
• Voyager

Supported Software
ITS has a standard set of software products available in faculty and staff offices and public computer labs for which we provide support. View a list of standard, supported software here.