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The Business School Helpdesk provides consulting and
service assistance to over 700 Business School faculty,
staff and Ph.D. students, as well as student laptop
support and software consultation.
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| Contacting the Helpdesk |
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The Helpdesk is the point of contact for all
faculty and staff computing-related questions.
For assistance, e-mail us at Helpdesk@bus.umich.edu
or call
(734) 615-3000
Phone Menu Choices
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Press 1 to contact
our Classroom Support Team directly for classroom emergencies only.
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Press 2 to speak
to our Software Support Team of Microsoft
Office user experts.
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Press 3 to speak
with a Helpdesk Technician. |
Wondering About the Status of Your Request?
Our on-line queue shows you
the status of your Helpdesk call.
We use the following criteria to assure that the
most serious needs are handled promptly and that other requests receive timely
and professional attention:
- Urgent: Emergency situations where no work can be accomplished
- Serious: Needs that require prompt, but not immediate, attention.
- Best Effort: Non-crisis, general needs and non-supported
hardware and software requests.
- Installation: All hardware and software installation, regardless of
urgency.
See Our FAQ
Get quick answers to the Helpdesk's most
frequently asked questions.
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| What Can We Help You With? |
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| Our staff of systems
analysts, certified MS Office document experts, and
technicians are available to help you with
supported
hardware and
supported software. Best effort is made for
unsupported hardware and software. The volume of calls we receive and the degree of urgency for assistance
varies from day to day. On average the Helpdesk handles over 80 requests
per day during the school year.
When a technician closes your call, you should receive a feedback card.
Please fill out your comment card and return it to the Helpdesk manager.
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| Equipment Loans |
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Faculty and Staff can borrow the following
items:
- Zip Drives
- Digital Cameras
- Laptop Loans - one week period,
first-come, first-serve, 24 hour minimum notice. Standard Windows & MS
Office software - for special software or setup let the Helpdesk know in
advance. Due by noon on the due date.
To borrow equipment, reserve through
our
online system.
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| Where to Find Us |
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| Our Offices are located on the 3rd floor of the Kresge Library in K3340.
Please see our Receptionist.
Helpdesk Hours
Mon - Thu
Friday
Saturday
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7am
7am
10am
2pm |
- 11pm
- 6pm
- 7pm
- 11pm |
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| Our Classroom Support Team |
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| Goals and Responsibilities |
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| Decision making by Computing Services staff is governed
by service level agreements designed to best accommodate the
needs and responsibilities of all constituencies of the
Business School. Please see our
Helpdesk Service Level Agreement for the complete Helpdesk document,
as
well as our
Laptop Use
and Support Guidelines and our Classroom Support SLA.
CS Service Goals
- To commence an informed diagnosis of any
computer-related problem within 15 minutes.
- To have the individual effectively operational as soon
as possible.
- Service reinstatement depends on urgency and whether
or not the hardware and software are supported or custom
- For a high urgency problem on a standard computing
platform, the goal of CS is to have the user effectively operational within 1
hour
- For problems involving custom hardware or software, CS
provides service on a "best effort" basis without any time or
cost guarantee.
The User’s Responsibilities
- Report all computer problems promptly to the HelpDesk
(615-3000).
- Be available to identify the problem to the CS
representative and work with her/him.
- Contact the HelpDesk before making any changes to your
system hardware or software.
- Keep yourself informed of all planned network,
hardware, and software changes.
- Take responsibility for
educating yourself
on a continuing basis about basic computer-related skills. Computing Services and ITCS (the
Information Technology Central Services division of the University) provide ample opportunities
for all individuals to become and remain appropriately trained.
- Maintain an updated version of virus protection
software on your system by following the CS guidelines.
- Communicate any computing
concerns to the appropriate manager.
Home Computers
Our staff can perform services only if the
user brings the equipment to the school and only if it is Business School
property. We cannot make any house calls under
any circumstances. We can only install software on Business School owned
computers with the exception of McAfee Anti-Virus software.
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