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Help Desk Home

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Help Desk Mission The mission of the Help Desk is to provide faculty, staff, and students at Delaware State University with a single point of contact to access appropriate levels of computing and network services, and the technical support essential to use these services in an efficient and effective manner.  The computing problems, issues, and concerns of faculty, staff and students are logged in our help desk software, Track-It!.  Track-It! enables the staff to track calls and provide problem resolution.  All campus users may contact the Help Desk about general information on computing and technology. How to contact us: Email the IT Help Desk. This is most efficient way to generate a service request.  Send your request to support@desu.edu , be sure to include the nature of your problem in the subject line (Printer, Banner, Monitor, etc.) and a detailed description and your contact information in the body of the message.   Phone the IT Help Desk at 302-857-7028, especially for urgent assistance. Weekend and after-hours calls are directed to our voice mail and messages are attended to during the IT Help Desk office hours (see Sidebar). Frequently Asked Questions Service Requests Telecommunications  Telephone Functions  Voice Mail Operations Student Minimum Computer Requirements Student Printing
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Help Desk Hours


M-F  8:30 am - 4:30 pm  


User Services


Charmaine Babb - Manager

Lee Benningfield

Curtis Winslow

Alan Dutton

 

IT Sponsored Training

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Training courses coming soon!  

TelecommTips

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  Telecommunications The Telecommunications Office continues to provide voice technology service in support of the Division of Technology and Information Systems. Our on-going goal is to continue to find innovative ways to replace the university’s copper infrastructure with a Voice over IP (VOIP) platform, to reduce long terms costs.    The Office of Telecommunications at Delaware State University is located in Grossley Hall, room 131.   Main University Telephone Number 302.857.6290 The main number is accompanied by a Callers Menu that lists the most frequently offices asked for. If you still need further assistance, please press “0” and the operator will answer your call.       Exchanges There are (2) exchanges on campus 857 and 744. When you are calling the University Courtyard Apartments off campus, please dial 744-XXXX. On-Campus Calls   4-digit extension dialing exists to all buildings with the exceptions of the Traditional Residence Halls and the University Village that are 5-digit internal dialing. Local Verizon Information 9+411 Long Distance Information 9+1+ (area code) + 555-1212 International Calling 9+011+country code+ city code+ local number If operator assistance is needed 9+0   Telecommunications Requests All requests for moves, adds, changes, and repairs must be reported to the Help Desk by calling 857.7028. The Telecommunications Office will assist you after the request has been made. Telecommunications Tips   How do I transfer a call into an employee's voicemail when they are on their line? ·         With the caller on the line, press the transfer key. ·         When you get a second dial tone, dial the voicemail access number7600. ·         Press the * key twice. ·         Enter the 4- digit mailbox you want the call to go to. The call will then transfer to the recipient's mailbox.   How do I forward my calls to another extension on campus? ·         Pick up the handset on your telephone. ·         Dial the code #91 followed by the 4-digit extension that you would like to forward your calls to.   How do I cancel the forwarding on my telephone? ·         Pick up the handset on your telephone and press ##91.   How do I forward my calls off campus? ·         To forward your calls off campus, the Telecomm Office must receive a work request requesting this service. ·         Upon receipt of this request, the Telecomm Office will give you the necessary access to forward your calls which will include a code that the user must initiate themselves from their telephones to activate the forwarding.          I have just forwarded my calls to another extension. How do I cancel the forwarding?           ·         Dial ##91 and hang up the handset on your telephone.   How do I create an extended absence greeting? ·         Access your voicemail mailbox as you normally would. ·         After entering your password, listen for the phrase that says “Main Menu”. ·         Press the prompts 4-3-2. ·         Record your extended absence greeting. ·         When you return to the office, access your mailbox as you normally would. ·         The system will tell you that you have an active extended greeting. It will ask you if you want to delete it or keep it. ·         When you delete your extended absence greeting, your every-day personal greeting will come back to the front of your mailbox, and you will not have to re-record it.     How do I re-record my mailbox name? ·         Access your mailbox as you normally would. ·         After entering your password, listen for the phrase that says “Main Menu”. ·         Press the prompts 4-3-3. ·         Re-record your mailbox name.   How do I obtain international calling access for my telephone? ·         If you need international calling access to perform the duties of your job, please have your supervisor email the Telecomm office requesting this access for you.   How do I purchase a display model telephone?   ·         Call the Telecomm office to receive the necessary information to include in your purchase order I.E. vendor name, address, and model of phone, price, etc. ·         The user that is requesting a display model telephone must obtain a Purchase order from their department to purchase the telephone. ·         After the Telecomm office receives the purchase order number, they will order the telephone. ·         When the telephone arrives, the Telecomm office will program the telephone, and deliver it to the user.   How do I set up a conference call on my telephone? ·         Dial the extension that you want to add, or dial 9 and the outside number. ·         When you connect with each individual, tell them to hold on. ·         Continue to dial each extension/telephone number until you have dialed the last person that you want to connect with. ·         Finally, press the “Transfer” key to connect all of the parties to the conference call.    All of the extensions in my office/dept are programmed in a Pick-Up group. How do I pick up a call that is ringing? ·         If you want to pick up any call that is ringing, pick up the handset on the telephone and dial **3. ·         If you know the particular extension that is ringing, dial *3 and the 4-digit extension.   All of the extensions in my office/dept are programmed in an Intercom Group. How do I utilize the intercom feature? ·         Press the intercom tab on your telephone followed by the last 2-digits of that person’s extension that you want to intercom. ·         In the event that there is more than 1 person in the dept that has a 4-digit extension that ends in the same 2- digits, the Telecomm office will provide an alternate code for that person’s intercom.                 

IT Maintenance Schedule

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The IT Schedule for System Maintenance is the 2nd and 4th Friday of each month. This maintenance window will normally be from 5 pm to 10 pm, unless otherwise noted. 7/11/14 7/25/14 8/8/14 8/22/14 9/12/14 9/26/14 10/10/14 10/24/14 11/14/14 11/28/14 12/12/14 12/26/14 Some network resources may not be available on these dates and times. Should the interruption of any network resource adversely affect your job, it is required that you contact the Help Desk well in advance of the requirement.  

Service Requests

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    Service Requests When a help desk call is received, a Help Desk Team member will initially try to resolve the issue over the phone.  In the event that the problem cannot be resolved immediately, a help desk ticket will be created and assigned to a technician. Help desk tickets will be assigned to technicians based on locations and expertise around the campus.   Setting Priorities For each priority level, the Help Desk Team will contact the user in a time interval appropriate to the priority and will respond with action to resolve the problem in a time frame consistent with our support capacity.  Within a given priority level, calls are handled on a first-come, first-served basis.  To ensure that lower-priority calls are not continually crowded out by high-priority calls, lower-priority calls that age past the response time will be escalated to the next priority. The Help Desk Team uses the following table to determine how to prioritize calls.  Calls are placed into three priority queues: P1, P2, and P3, with P1 being the highest priority.  Down (machine dead, departmental network printer or critical feature down) All Campus:  Immediate Response Lab, Department, or Electronic Presentation:  Immediate Response Individual Customer:  P1 Limping Along (can get some work done) All Campus:  P1 Lab, Department, or Electronic Presentation:  P2 Individual Customer:  P2 Ok, but need upgrade, improvement All Campus:  N/A Lab, Department, or Electronic Presentation:  P3 Individual Customer:  P3 P1 (Priority 1) Contact Time:  a.s.a.p. and within 30 minutes Resolution Time:  2 business days Escalation if Response Time Exceeded:  Escalate to Help Desk Department Manager>  P2 (Priority 2) Contact Time:  2 business days Resolution Time:  5 business days Escalation if Response Time Exceeded:  Escalate to P1 and email the Help Desk staff person assigned the service request and his/her manager  P3 (Priority 3) Contact Time:  5 business days Resolution Time:  10 business days Escalation if Response Time Exceeded:  Escalate to P2 and email the Help Desk staff person assigned the service request and his/her manager  

Student Printing

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Printing Students who print from lab computers use their student ID to pay for printing on a per page basis. You can purchase credits for printing. Please allow a day for the Print Voucher request to be reviewed and processed. If the funds are not currently available on your account, you may need to go to the Cashier's office to pay for the requested voucher amount. DSU implemented this service after extensive research on viable printing options and in response to skyrocketing costs of paper and toner. Many other colleges and institutions in our area are also using pay-to-print in their classrooms and libraries. Printing Refunds:  Refunds will only be provided for legitimate reasons. Refunds will not be given for non-legitimate reasons. Legitimate Reasons for Refunds: 1.     Toner smears or streaks. 2.     Low toner or too much toner (unacceptable print quality). 3.     Jammed paper. 4.     Other printer-related defects. Non-Legitimate Reasons for Refund: 1.     Copying or printing wrong materials (users must ensure they are copying/printing the correct materials). 2.     Printing many copies of the wrong materials (users should test one copy before printing several and not continue copying/printing when it is not the correct materials). If you would like to request a refund, you will need to submit the damaged print job to the Help Desk and fill out a refund request form. Forms can be found in the Help Desk office on the 3rd floor of the Bank of America Building.

Help Desk Computer Labs

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  Help Desk Computer Lab Locations MAIN DOVER CAMPUS LIBRARY COMPUTER LAB, ROOM 128 / 129 (Computers: 30, with printing) Mon. - Thur. Fri. Sat. Sun. 8:00 a.m. - 11:45 p.m. 8:00 a.m. - 7:45 p.m. 9:00 a.m. - 4:45 p.m. 2:00 p.m. - 9:45 p.m. LIBRARY CLC COMPUTER LAB, ROOM 206 (Computers: 16, with printing) Mon. - Wed. Tues. - Thurs. 1:00 p.m. - 8:15 p.m. 1:00 p.m. - 8:45 p.m. Bank of America Building SCHOOL OF MANAGEMENT LAB, ROOM 319 (Computers: 45, with printing) Mon. - Fri. 9:00 a.m. - 9:00 p.m. MLK COMMUTER LOUNGE COMPUTER LAB (Computers: 7, with printing) Mon. - Fri. 9:00 a.m. - 9:00 p.m. UNIVERSITY COURT YARD APARTMENTS LEASING CENTER COMPUTER LAB (Computers: 10, with printing) Mon. - Fri. 9:00 a.m. - 9:00 p.m. EH COMPUTER LAB, ROOM 104 (Computers: 23, with printing) Mon. Tue. Wed.-Thur. 2:00 p.m. - 6:00p.m. 9:00 a.m. - 12:00 p.m./3:00 p.m. - 7:00 p.m. 3:00 p.m. - 7:00 p.m. ETV COMPUTER LAB, ROOM 128 (Computers: 30, with printing) Mon. & Wed. Tues. Thurs. & Fri. 9:00 a.m.- 5:00 p.m. 9:00 a.m.- 12:00 p.m. 9:00 a.m.- 4:00 p.m. BIOLOGY LAB - ROOM 104 - SCIENCE BUILDING (Computers: 20, with printing) Mon. & Wed.   Fri. 12:00 p.m.- 3:00 p.m. / 5:00 p.m. - 8:00 p.m. 12:00 p.m. - 5:00 p.m. ADMINISTRATION BUILDING KIOSK COMPUTERS* (First Floor Lobby) Mon., Wed, Fri. Tues. - Thurs. 9:00 a.m. - 1:00 p.m. 10:00 a.m. - 1:00 a.m. and 1:00 p.m.- 2:00 p.m. * To access grades, schedules, or account information only WILMINGTON CAMPUS COMPUTER LAB (Computers: 20, with printing)  

Live

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Webmail

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    Faculty / Staff Students Login to Microsoft Exchange Email Problems Logging In? Note: If you have forgotten your password or your account password has expired after 90 days, you will need to contact the DSU IT Helpdesk by calling (302) 857-7028. This is a 24 hour / 7 days a week helpline. You may also visit the DSU onsite helpdesk located in the Bank of America building in room 313. Office hours are 8:30 am to 4:30 pm Monday through Friday.   Login to Office365 If you experience problems logging in to your account, please contact the help desk on (302) 857-7028 for assistance. Self-Service Password Reset   Before using the Self-Service Password Reset procedure you will need to setup your challenge questions.  Click here to go to the registration page. After completing the registration process you can go to https://pwdreset.desu.edu at any time to change your password. Password Requirements: The password must be at least six characters long. The password must contain characters from at least three of the following four categories: English uppercase characters (A - Z) English lowercase characters (a - z) Base 10 digits (0 - 9) Non-alphanumeric (For example: !, $, #, or %) Note: The password cannot contain three or more consecutive characters from the user's account name Step by step instructions can be found here.    

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