Office of Information Technology (OIT)Help Desk

July 2007

The Help Desk is the central point of contact for the provision of all services by the Office of Information Technology (OIT).  To establish and maintain a consistent, standard response process to calls for HelpDesk support from our customers, OIT uses an industry-leading help desk software package coupled with tiered response procedures.  The focus of this is approach is to provide a defined set of support services at each level of the tier, and at the appropriate priority level.  Through the successful implementation of this program we are able to provide quality service that can be measured and tracked.  These tools help us analyze our service calls and adjust procedures and techniques as required to improve service to our customers.

In addition, OIT provides student help desk services and support through a network of student employees in a program called HawkNet.  You can read more about our HawkNet program by following the link in the left-hand pane.