User Support

Essential

Description: Provides first point-of-contact for CSE-IT instructional lab-related incidents and service requests.

Full Documentation: User Support

Included:

• Basic IT support including initial intake, analysis, and triage of the problem. Simple requests or problems may be resolved immediately or rapidly.
• Home directory request fulfillment and troubleshooting.
• User profile request fulfillment and troubleshooting.

Not Included:

• Individuals who have not activated, or are not eligible for, a CSE-IT Labs account.
• Requests or incidents involving computers/systems outside the purview of CSE-IT instructional labs, which are handled by other services.