Supplemental Service Desk

Legacy

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

Full Documentation: Supplemental Service Desk

Included:

• Basic IT support including initial intake, analysis, and triage of the problem. Simple requests or problems may be resolved immediately or rapidly.
• General service for University-owned IT hardware and limited service for privately-owned computers, specifically detailed in CSE-IT’s support policies.
• Assistance with acquiring and installing software available to CSE community (Matlab, Mathematica, Solidworks, Labview, etc.).

Not Included:

• Resolution of complex issues or questions, which are escalated to CSE-IT experts.
• InternetID issues, including password resets and disabled accounts, are handled by 1-HELP.
• Printer support is provided via a separate service.