The its help desk in the computer building
Download
1 / 12

The ITS Help Desk in the Computer Building - PowerPoint PPT Presentation


  • 278 Views
  • Updated On :

The ITS Help Desk in the Computer Building. About the Help Desk . Located in 215 Computer Building (across from McCoy Natatorium). Hours are: 9 a.m. – 5 p.m. Monday – Friday. Staff includes: John Carnicella – Manager Deb Metzel – Sr. Support & Training Analyst 7 Graduate students.

Related searches for The ITS Help Desk in the Computer Building

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

PowerPoint Slideshow about 'The ITS Help Desk in the Computer Building' - Sharon_Dale


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript

About the help desk l.jpg
About the Help Desk

  • Located in 215 Computer Building (across from McCoy Natatorium).

  • Hours are: 9 a.m. – 5 p.m. Monday – Friday.

  • Staff includes:

    • John Carnicella – Manager

    • Deb Metzel – Sr. Support & Training Analyst

    • 7 Graduate students.

  • Consulting & Support Services full time staff also provide consulting support as needed.

  • Provide consulting via email, phone and walk-in.


  • What do we support l.jpg
    What do we support?

    • Penn State Access Accounts

    • ANGEL

    • Access client software – PAC-ITS

    • Email software

    • File Transfer Protocols

    • Web Publishing

    • Corporate Time

    • Ask PSU and Site Index Services

    • UNIX

    • Statistical packages


    What do we support4 l.jpg
    What do we support?

    • Microcomputer software

    • Programming languages

    • Desktop Video Conferencing

    • Visualization and graphics

    • Thesis formatting

    • Spreadsheets

    • Freeware and shareware

    • Text Scanning

    • Numerically intensive computing


    Other services we provide l.jpg
    Other services we provide:

    • We respond to email sent to [email protected]

      • Email sent to [email protected] is only seen by consultants at the Computer Building Help Desk.

      • This email id is NOT a listserv. Consultants and staff must log in to this system.

      • Our goal is to respond to email inquiries within 24 hours during normal hours of operation; most messages receive a response the same day.

      • This system has a knowledge base that is utilized in answering inquiries.


    Other services we provide6 l.jpg
    Other services we provide:

    • A Penn State Access Account signature station is available for password resets.

      • Users must bring their Penn State ID card with them for use at the signature station.

  • We assist in responding to email sent to [email protected]


  • Common problems l.jpg
    Common Problems:

    • WebMail

    • Spam

    • Viruses

    • Access problems

    • Needing assistance accessing Penn State computer resources from off campus.


    When requesting assistance l.jpg
    When requesting assistance…

    • We need the following information in order to efficiently assist a user:

      • Penn State Access Account User id

      • Kind of computer (MAC or Windows)

      • Operating system (OS X, Windows XP, etc.)

      • If off-campus, method of connection (dialup, DSL, etc.)

      • Name of the software program that is malfunctioning

      • Complete text of the error message

  • When calling for help, the user needs to be on a phone at the machine that is having the problem.


  • What resources are available l.jpg
    What resources are available?

    • Check out the ITS Help Desk Web site at http://helpdesk.psu.edu

      • Pages include information and FAQs on multiple topics.

      • Information is kept up to date and includes an Announcement/News Flash section.

      • FAQs are added and/or updated using information from multiple sources including entries from the Help Desk email system knowledge base.

      • Latest additions are Help Sources, WebMail Best Practices, Tips on Getting Started and Napster pages.

      • This site is not restricted – it can be viewed by anyone.

      • Suggestions for additions can be sent to [email protected] for consideration.


    Additional resources l.jpg
    Additional resources:

    • ITS Web site at http://its.psu.edu

    • Consulting & Support Services Web site at http://css.its.psu.edu

    • The Consulting Services Web site at http://css.its.psu.edu/consulting/

    • Computer News and Alerts Web site at http://css.its.psu.edu/news/

    • Your Guide to Information Technology @ Penn State – a printed publication that is available at both Help Desks and online at http://css.its.psu.edu/internet/


    What s on the horizon l.jpg
    What’s on the horizon?

    • Additional pages are being planned for the Help Desk Web site.

    • Monthly training sessions for Help Desk staff.

    • Help Desk staff will be participating in “the ITS Event” to be held on March 16, 2004 in Alumni Hall in the HUB.



    ad