Our desktop support services work using a helpdesk system, followed by on-site visits from user support specialists for issues that are not solved at the helpdesk level.
This is how we ask that you request support for your Tulane HSC related computer issues:
1. Try a few basic things to see if you can solve the problem.
- Power off the computer/printer/etc completely. Turn it back on 10 seconds later. Can you recreate the problem?
- If you have recently installed a piece of software, and have had the problem ever since then try uninstalling that application. It may be incompatible with your system.
- If you are having problems getting your device to turn on, double-check that the power cord is firmly attached to the computer and that it is plugged into a functional power outlet.
- If your network connection is down make sure the cable is snuggly plugged into the proper wall connection and is also plugged into your network card (keep in mind that the connector for a network cable is slightly bigger than the connector for a regular phone cable.) Also check to see if there is a green light on the network card, that is called a 'link light' (you will be asked this question when you call the helpdesk so it might save you from crawling under your desk again.)
2. If none of what was mentioned above worked, you need to call the Computer Helpdesk at 862-8888.
- The helpdesk is designed as a first line of help for you, and should be able to help you with many basic issues. If they can't walk you through the problem over the phone, they will collect some information from you and send it to the appropriate area within Tulane's Information Systems Group.
- Usually, if you are on the HSC campus (downtown New Orleans) the ticket will be routed to Data Systems. There are exceptions, but generally most things at the HSC will be routed to us.
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3. The helpdesk ticket is reviewed by the support specialists' supervisor. The supervisor will also assign a priority to the ticket. This is based on a number of factors, but is primarily determined by whether or not the issue is preventing the user from getting some work done, no work done and if the user has another workstation where they can work while the problem exists. Then the ticket will be assigned to one of the support specialists by their supervisor.
4. The support specialist has a list of open helpdesk support requests. They are sorted by priority and date arrived. They will contact you to schedule a time to address the issue usually within a day of you putting in the ticket.
-This will vary widely. Usually a high or urgent priority ticket will be addressed as soon as the technician sees the ticket, lower priority tickets may take a few days to be called depending on the workload.
*KEEP IN MIND*
- Our department has two desktop technicians who are charged with servicing all 4,000+ users at ALL HSC buildings. That is 1 support person to more than 2,000 users!
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