Helpdesk FAQ's

What is the Central Methodist University Helpdesk?
How do I contact the helpdesk?
When is the helpdesk staff availability?
Why is there a process?
What information will the helpdesk need to help me with my question or problem?
What happens when I contact the helpdesk?
Why call the helpdesk? I know the technical staff member that can assist me?
What happens after the work order is assigned to a technician?
What happens after the work order is completed?
What if the problem still exists?
What if I am not happy with the service provided?
How do you assign work order priorities?


What is the Central Methodist University Helpdesk?

The helpdesk serves as the primary point of contact for CMU faculty, staff, and students who need assistance with technology-related questions or problems.

 

How do I contact the helpdesk?

Email helpdesk@centralmethodist.edu
Call 660-248-6197 (off-campus) or x56197 (on campus)
Submit a web request

The Office of Technology Services recommends that you call after you email for urgent matters. In many instances, screenshots of an issue/problem that are sent via email can help technical staff address your problem in the most efficient manner possible.

 

When is the helpdesk staff availability?

During the academic year, the helpdesk is professionally staffed during normal business hours (8:00 a.m. to 5:00 p.m., Monday through Friday), excluding campus holidays. When helpdesk staff is not immediately available via telephone, the caller can leave a voice mail message.

If you need assistance during non-business hours, we offer limited phone support for:

 - Eagle mail or myCMU password issues
 - Blackboard Collaborate
 - Questions regarding an online course that you are enrolled in (i.e. posting to discussion forums, uploading photo, etc.) Non-business hour will not be able to assist you with grade, billing, transcript, financial aid/awards, validation, housing, or registration questions.

You may contact the helpdesk 24/7 by calling 660-248-6197 and fallowing the prompts.

 

Why is there a standard process?

The Office of Technology Services supports more than 800 computers, over 30 servers, software applications ranging from individual desktop applications to enterprise wide applications, and a complex network infrastructure across the entire University system which supports faculty, staff, and students at all of our locations. To provide the best possible support, we are using helpdesk software to manage submitted requests. Each work order is assigned a priority and then assigned to the most appropriate technician.

 

What information will the helpdesk need to help me with my question or problem?

Name, phone number, description of the problem or question. Screenshots of any error messages are always helpful.

 

What happens when I contact the helpdesk?

Via Phone, the helpdesk staff will:

  • Attempt to resolve the issue on the phone or by using remote control software, if possible. If the problem can't be resolved, then the helpdesk will assign a work order to a technician.

  • An automated email confirmation will be sent to the requester including work order number

Via email, the helpdesk staff will:

  • An automated email confirmation will be sent to the requester including work order number

  • Assign the work order to a technician

 

Why call the helpdesk? I know the technical staff member that can assist me.

For an urgent issue contact one of the technical staff directly. If the matter does need immediate attention, he or she will log the work order into help desk system.

By contacting the helpdesk directly you save staff time. Be aware that if you do contact a technician in person, it does not mean that you will always get priority service. Work order priorities always apply, regardless of the contact method. If your question or issue is not classified as an urgent or a high priority issue, the technician may ask a faculty or staff member to contact the helpdesk directly.

Creating tickets for problems ensures that work doesn't "fall through the cracks." It also helps the technicians prioritize their workload and it helps identify areas where additional training is required. Also, consider this - how does Central Methodist University know that we need more technical support or equipment replacements/improvements? If we look at the number of helpdesk work orders being logged for a particular area and find the number very low, there is no reason to assume that there is a problem in staffing or equipment.

 

What happens after the work order is assigned to a technician?

The technician is notified via email of the work order and the priority. For high priority and urgent problems the technician is also notified by phone. The technician then has to balance this new work order with his/her current workload and determine when to address the issue. For more complex problems, the technician may document the steps they are taking to resolve the problem in the helpdesk system. After investigating the problem they may get another technician involved in solving the problem. This is also documented in the help desk system.

 

What happens after the work order is completed?

After the technician completes the work order, they document what they did to resolve the problem, and close the work order. An automated email is sent to the user, confirming that the work order has been closed.  Users are surveyed randomly, users will receive a separate email with the option to complete a satisfaction survey. Results of the satisfaction survey are delivered to the Vice-President for Information Services.

 

What if the problem still exists?

If you receive a closed work order notification and the problem has not been resolved correctly or to your satisfaction, simply reply to the email message that you received from the helpdesk - this will automatically reopen the ticket. You can also call or email the helpdesk and we will reopen the work order. It is helpful if you include the original ticket number with your email or call.

 

What if I am not happy with the service provided?

If you are not satisfied with the work completed or any other issue with the Office of Technology Services operations, contact Chad Gaines, Vice-President for Information Services. If the problem is related to a certain work order, please include the work order number.

 

How do you assign work order priorities?

It is not possible to address every work order immediately. Work orders are assigned according to the matrix below. The matrix provides technical staff guidelines for assigning priorities to helpdesk requests. It also offers the Central Methodist University community the opportunity to understand when to expect service.

Please keep in mind that a technical issue that seems initially easy to solve may take longer than anticipated. Following is the timeframe for the initial response to issues escalated from the helpdesk. Resolution time will vary depending on the nature of the issue. If you are concerned about the status of your problem, contact the helpdesk.

Helpdesk Matrix

 

 
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