Help Desk Terms of Service

The Information Services management created this document to detail what the faculty and staff of Purdue North Central can expect from our help desk. The help desk acts in two capacities for your support:

  1. Provides immediate phone assistance for problems easily corrected over the phone.
  2. Acts as your primary point of contact to record, assign, and track work requests for all sections of Information Services.

We have included information about:

  • How to contact us
  • The services we provide
  • Information on what you can do to help us help you
  • What to do if you’re not satisfied with the service or result

How to Contact Us

The technical support help desk is physically located in Tech 265.  The Current operating hours of the Help Desk and Main Computer Lab, T265 are posted in the lab, around campus, online, and with the campus operator.

You can receive assistance in one of the following ways:

  • Call ext. 5511 (outside campus is 219-785-5511)
  • Stop at the Help Desk in T265
  • Send an e-mail to helpdesk@pnc.edu
  • Submit a trouble ticket via our Self-service system by clicking on services@pnc

When the Help desk is closed, please leave a voicemail message, send an email, or submit a trouble ticket.  The request will be reviewed on the next business day before 10:00 a.m.

 Services we provide

  • Central point of contact to request general assistance from Information Services
  • Assistance with access to the campus network, e-mail, and Banner
  • Answers to basic hardware, software, and network related questions
  • Information regarding new accounts or passwords
  • Status of outstanding trouble tickets
  • Referrals to other sources for specific assistance

What you should provide when contacting the technical support help desk:

Personal information Your name, username, building, room number and phone extension
Computer information
Hardware
Software
Type of computer, operating system version, type of printer or peripheral
Software application (ex: MS Word, Excel, or GroupWise) and the version
Problem information A description of the problem. If possible, what you were doing when the problem occurred, can you do it again, any error messages you received.

The operator may ask you to save your work (if it is still possible), then restart your system if you have not already done so. The operator may transfer you to another person in Information Services for the specific assistance you need. If the operator is not able to assist you by phone or there is no one available to help you immediately, the operator will create a trouble ticket. The operator will assign your ticket a priority from 1 – 5. The operator will then give your trouble ticket to a technician, or the appropriate Information Services staff member, for prompt resolution.

If your problem or request cannot be immediately resolved or serviced through the help desk, then the help desk operator will forward your request to the appropriate technical or management level in Information Services.

The priority assigned to your problem is based on the following system. The explanations are not all-inclusive but should give you a general idea of the priority system we use. Our normal response time is listed for your reference.

Priority 1: Student Computer Labs While Class is in Session
Call x5412
This would include items causing a computer or printer to be unusable during class time. New software installations or current configuration changes will normally be Priority 5.
Response Time: Immediate and called in to the technician by radio.

Priority 2: Faculty Classroom Support and Time Sensitive Essential Business
Call x5511
Faculty classroom support involves correcting difficulties the faculty may encounter with currently installed student lab software and lab printing services. Some Priority 2 calls will be elevated to Priority 1 to ensure corrections or repairs are completed prior to the beginning of class. New software installations or current configuration changes will normally be Priority 3. Critical business functions are essential to the business of the university. Examples include bursar customer support, advisors unable to schedule students, or financial aid unable to record transactions.
Response Time:
Within one day.

Priority 3: Non-Routine Required Work
Call x5511

Most help desk calls fall under this priority. Items included in Priority 3 are general software and hardware problems. If any of these problems interfere with essential business functions, your call will be upgraded to Priority 2.
Response Time:
1-5 working days

Priority 4: Regular Routine Work
Call x5511

Customer calls will not generally be given a Priority 4. This priority is reserved for things such as planned system upgrades, back ups of network hardware, and the creation of accounts on our servers.
Response Time: 1-5 working days

Priority 5: Special Purpose Events, Software and System Upgrade
Call x5511

Special Purpose events are things such as setting up special computers for presentations or demonstrations or setting up computers for a one time event. Software and/or system upgrades include installation of new hardware or software.
Response Time:
1-2 weeks for special purpose events; 2-3 months for software and system upgrades.

Note: The response time noted above is the time between when your phone call is received/reviewed and when a technician will begin working on your problem. Response time is not the amount of time between the receipt of your call and the completion of work on your problem. The time needed to solve your problem depends upon many variables. Please be patient and help us help you.

Questions and concerns
If you have any questions or concerns about the service you received from the help desk or our technicians, you may choose to speak to someone in authority. Some of the reasons you may wish to elevate the attention of your problem are:

  • The help desk operator was rude
  • No one answered the help desk telephone during the published normal hours of operation
  • Unauthorized work was done on your computer
  • You were not notified when the job was completed or what work was done
  • A technician did not begin the work on your problem in the time specified in this document
  • The work was not completed or done properly
  • The response you received from the help desk was either unclear or confusing
  • Follow up was not done or not done correctly

To elevate your call, please contact one of the following:

If you have any questions, concerns, or suggestions, please contact the Help Desk at ext. 5511 or submit a trouble ticket online at: services@pnc