Information and Digital Technologies (IDT)
InfoSys Service Desk
for Supported Academic Affairs Departments at SDSUQuick Index
Contact Information | Guidelines | Services
Contact Information
| InfoSys Service Desk | Meet the Staff |
|---|---|
|
Location: LL-404 Hours: Monday / Friday - 8:00 a.m. to 4:30 p.m. Email: infosys@library.sdsu.edu. Voice: 619.594.6753 FAX: 619.594.8982 Mail Code: MC 8050 |
Sandy Neer Lisa Elkins |
The InfoSys Service Desk is the initial contact for Service Requests from faculty and staff in departments supported by the Academic Computer Support workgroup.
The InfoSys Service Desk facilitates the dispensation of Service Requests to the ACS workgroup for resolution of the service needs (including information, repairs, and installation of software, or hardware).
The InfoSys Service Desk tracks and follows-up Service Requests for faculty and staff in departments supported by the Academic Computer Support workgroup.
The InfoSys Service Desk workgroup personnel will:
- Provide courteous and prompt service.
- Carefully listen and respond to stated needs.
- Provide the assistance needed or put the customer in contact with someone who can.
- Acknowledge receipt of a Service Request (SR) by giving each customer his or her SR number and Priority after entering their information.
- Solicit feedback for any change in IST services.
Guidelines
Service Request Forms must be filed before any work can be done. Once a Service Request Form is submitted, services are provided to Library and Information Access offices and public access workstations, or department offices supported by Academic Computer Support. Service Request Forms may be submitted by:
- contacting the InfoSys Service Desk at (Voice) 594-6753 and providing appropriate information
- sending a completed printed form via (FAX) 594-8982
- sending the appropriate information via Email to infosys@library.sdsu.edu.
Service Requests are categorized and given a priority before they are assigned to the appropriate workgroup for resolution. For further information, see Problem Categories and Priority Guidelines.
NOTE: DUS customers should see their department liaison (Anna Avendano) before their Service Request can be accepted by the InfoSys Service Desk. NOTE: Academic Computer Support will respond to Service Requests within one working day whenever possible. However, complete resolution of a Service Request may take longer. Return to Quick Index
Services
Information and Digital Technologies (IDT) services include:
- Hardware/Software repairs and installation on PC and Macintosh systems, and Netware/NT server installation and support for supported departments in Academic Affairs (i.e. Provost Office, DUS, etc.).
- System and File Server administration, and programming support for Library and Information Access, as well as ROHAN and other campus services and projects.
- Other support services include computer accounts, limited documentation, digital/scanning consultation services, hardware and software purchase recommendations, and some limited training.
Library and Information Access
San Diego State University
This page last modified on May 19, 2011
The statements found on the Information and Digital Technologies (IDT) pages are for informational purposes only. While every effort is made to ensure that this information is up to date and accurate, official information can be found in the University publications.
Academic Computing (ROHAN) | InfoDome | SDSU