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 IT Sponsored Training Telecommunications  Telephone Functions  Voice Mail Operations Student Minimum Computer Requirements Student Printing

COMPUTER TRAINING SESSIONS FOR FACULTY, STAFF & STUDENTS FALL SESSIONS NEW MICROSOFT OFFICE 2010 COURSES The Division of Information Technology is now offering computer training sessions for faculty, staff and students in Microsoft Office 2010 Word, Excel, PowerPoint and Access. The courses are an introduction to the Microsoft Office 2010 Suite and an overview of the differences between Office 2007 and Office 2010.  Office 2010 allows users to edit and review documents virtually anywhere they can use their PC, smartphone, or the Web browser. So sign up now for your seat in these classes. Email Sherri Mullen at smullen@desu.edu to register for courses. The frequency of classes based on need. Individual sessions are also available. http://www.desu.edu/technology/it-sponsored-training These courses are interactive and will include an in-class assignment. You are welcome to bring your laptop if you have Microsoft Office 2007 already installed. If you do not have a laptop, please inform the trainer upon course sign-up.

  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.                 

4/6/2012 4/20/2012 5/4/2012 5/18/2012 6/1/2012   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 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  

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.