Services Provided by the Help Desk

The Help Desk is the central point of contact for problems and questions concerning technology on campus. Help Desk staff will attempt to resolve customer problems or answer questions during the customer’s phone call. If they are unable to resolve the problem, it will be assigned to the appropriate ITS manager for resolution.

Services include:

Resetting passwords
Assistance forwarding email from a Truman email account to another email account.
Assistance using the following applications and operating systems:
- Truman web mail
- Microsoft Outlook and Exchange Server
- TruView
- Blackboard
- Internet Explorer
- Firefox
- Microsoft Office Packages
- Windows XP/Vista and Mac OS operating systems
- VPN installation and setup
- Wireless Setup
- Questions about other administrative and academic applications and operating systems is provided on a best effort basis and may also require assignment to an ITS manager for resolution.
Assistance with virus diagnosis and removal.
Creating tickets on hardware problems for resolution by ITS staff.
Assistance with Truman dial-up/VPN account access.
Assistance installing network cards in student computers and configuring student computers to use the Truman network.
Entering and tracking records of customer problems through final resolution. Providing status to customers on open calls. Making follow-up calls to customers to verify that their problem has been resolved.
Providing information and status on current campus technology problems and outages.
Performance reporting on Help Desk call statistics.