Location
The HelpDesk is part of the main Calvin
Information Technology offices.
We are located on the 1st Floor of the Hekman
Library (HL 106). The
receptionist at the CIT front desk will direct you to the HelpDesk
area.
Hours
During the school year, the HelpDesk phones, voicemail,
and email are monitored from 7:30 AM - 5:00 PM Monday through Friday.
During the summer, the HelpDesk phones, voicemail,
and email are monitored from 8:00 AM - 4:30 PM Monday through Friday.
After-hours support is not available.
* Hours are subject to change during campus breaks.
Reporting problems and
requesting new services or products
The CIT HelpDesk is the primary point of contact for reporting
all telecommunication, computer and network problems and when
requesting a new CIT service or product on Calvin-owned computers.
Customers will not be told to call somewhere else unless the
call is for unsupported products or services.
When you contact the HelpDesk:
- Please identify yourself (first and last name)
and your department so we may log your call.
- Please
be as specific as possible about your problem. Please write
down and let us know of any error messages you may encounter.
Not sure where to go for help?
You may contact the HelpDesk and we will
direct you to the correct on or off-campus resource.
Problem Resolution
- The HelpDesk specialists strive to resolve
as many problems as possible before involving other areas of
CIT. When necessary the HelpDesk assigns work orders to other
CIT staff.
- The end goal in resolving a hardware and/or software issue is to return your computer back to a standard functioning level in the most time efficient manner possible. In some cases the most time efficient manner is to reimage your hard drive. A reimage is the process of erasing everything from your harddrive then reinstalling the standard CIT image along with any additional CIT provided software. A reimage is necessary if your operating system becomes damaged or corrupted, or if a problem will take more than four hours to troubleshoot and repair. Before we perform a reimage we will backup some of your documents and files and will consult with you on what you might want to backup.
If a problem takes over four hours to troubleshoot and repair (between a student technician and at least one full-time HelpDesk person) we will contact you and offer to reimage your computer. You have the right to refuse the offer to reimage your computer and can continue using it in the current state.
Customer Responsibilities
Work Orders
Each time a customer contacts the HelpDesk
a work order is entered in our work management system, HEAT.
The customer is sent a confirmation of the work order via email
with the appropriate work order information.
Work Order Information - If the information found in the work order confirmation
is not correct, the customer should contact the HelpDesk
with the accurate information.
Work Order Number - The
customer should retain the work order number in case
a return call to the HelpDesk is required to resolve
the problem.
HelpDesk Recommendations - Customers have the responsibility to operate their
telecommunication and computer equipment and use their
computer software in a competent manner. In some cases
we will recommend that a customer either take a class
when offered or refer to documentation commonly available.
We encourage our customers to follow through on our
recommendations.
Specific HelpDesk services for students
* denotes a fee is required
Customer Feedback
Comment on our quality of service -
Let us know how we can serve you better.
Customer Satisfaction Survey - Periodically, the HelpDesk asks our customers to complete
a customer satisfaction survey. We do this because we
want to hear from you. If aspects of our services are
not working for you, we want to hear about it so we
can improve our services to the Calvin community. We also offer a survey at the completion of each work
order for you to comment on our service.
Service Problems -
If you experience a problem with our services please let us
know immediately. If our services are working well for you,
we want to hear that too. Problem resolution should follow
the following path:
Step 1 - Contact any of the full-time HelpDesk specialists:
Bill Vriesema
Lucas Moore
Lies Rosema
Nate Wallace
helpdesk@calvin.edu, x6-8555
Step 2 - Contact
the Team Leader:
Bill Vriesema
bvriesem@calvin.edu, x6-6762
Step 3 - Contact
the Calvin Information Technology Director in charge
of HelpDesk:
Dawn Bush
dcbush@calvin.edu, x6-6758
Step 4 - Contact
the Vice-President of Information Services:
Henry DeVries
hdevries@calvin.edu, x6-6149
HelpDesk Survey
Each time you call, email, or leave the HelpDesk a voicemail, a work order is created using HEAT our call ticket tracking software. When the issue has been resolved, you receive an email saying your work order has been closed. In that email is a link to an online form that allows you to give feedback on the quality of service provided by the HelpDesk staff. The names of those who complete surveys are entered into a monthly drawing for a $10 gift certificate at the Calvin Campus Store.
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