ITS Support - Help Desk Guidelines and User Expectations

To help us resolve your issues as effectively as possible, we ask that all users follow these guidelines. Maintaining a respectful and productive environment allows us to provide the best service to the entire university. Please note that repeated failure to follow these guidelines may result in limited access to our support services.

Preparation for Your Support Session

Our team wants to resolve your technical issues as smoothly as possible. Having a few things ready when you contact us will help streamline the process.

• Access to Your Device: We can assist you best when you are directly in front of the computer, phone, or tablet experiencing the issue.
• Account Verification: Account Verification: Keep your SIUE E-ID and student ID number handy so we can pull up your account. Our team must speak directly with the account holder to verify identity and process any specific requests. We can assist parents or other representatives with general questions, but account details and changes are only available to the account owner.
• Available Time: Working through troubleshooting steps can take a few minutes. Setting aside dedicated time helps us process the solution together.
• Safety Notice: Your safety is important to us. If you are driving or shifting between locations, please wait to contact our team. We can set up a better time to troubleshoot when you are safely parked or at your desk.

Scope of Support

We focus our primary efforts on SIUE-supported systems. This includes Blackboard, Microsoft 365, eduroam Wi-Fi, CougarNet, and university-owned equipment.

University Owned Equipment

ITS provides comprehensive support for hardware and software owned by the university. The Help Desk can assist with basic questions, initial troubleshooting, and system configuration directly. When moving through more complex issues, we create a trouble ticket for the Client Relations and Support technician (often called the "Building Tech") assigned to your work area. Your designated technician will coordinate a time to visit your office or walk you through advanced alternatives.

Personal Devices (BYOD)

We offer best effort support for personal laptops, phones, and tablets to connect you with university resources. We can assist with accessing SIUE email, shifting onto campus networks, and installing available university applications. Students have access to additional software troubleshooting for their personal computers, including virus and malware removal. We frequently check in student devices for these services since deep system scans take time to process.

Please note that we cannot perform physical hardware repairs or operating system installations on any personal devices. Personal software unrelated to your role is also not supported.

If you are unsure whether we can help with a specific issue, please reach out. We can help determine the best next step or refer you to an outside resource.

Collaboration and Troubleshooting

Technology challenges can be frustrating, but resolving them is a shared effort. The best outcomes happen when we work through the problem together.

A Collaborative Learning Environment

Many front-line technicians are student employees actively building their IT skills. We appreciate your patience as our team handles the troubleshooting process. They might ask clarifying questions to fully understand the situation. Student technicians frequently consult with full-time staff to process complex issues. Occasionally, we will shift your ticket to specialized teams to find the best alternatives.

Participation, Time, and Follow-Through

Moving through a support session often requires you to perform specific steps on your device. Checking settings or restarting a service are common requests. We have several options available depending on your immediate availability and the complexity of the problem.

• Continuing the session: When you have the time to proceed and the issue can be resolved quickly, we will stay with you and process the solution step by step.
• In-depth troubleshooting: Some problems require a deeper look. For office visits, we may set up an appointment for issues taking more than 15 minutes, as we do not always have staff available at the front desk for extended technical work. Similarly, phone sessions requiring deeper trouble shooting may be shifted to a ticket or scheduled for a later time when dedicated staff are available.
• Exploring alternatives: Sometimes personal time constraints mean you cannot complete the steps right then. We can assist by sending written instructions or setting up a follow-up appointment.

When active troubleshooting cannot move forward during a live session, we shift our support to written guidance or scheduled appointments. This helps streamline the resolution process for everyone.

Professional and Respectful Communication

SIUE is an educational community. Our team is committed to maintaining a supportive environment while working through technical issues with users. We expect all interactions to remain professional, courteous, and respectful.

The following behaviors are not acceptable:

• Shouting or aggressive behavior.
• Profanity directed at our team.
• Threats, harassment, or discriminatory language.
• Abusive or intimidating conduct.

We may end a session immediately if a user becomes disruptive or hostile. These incidents are documented and will be shared with the Office of Human Resources or the Dean of Students when appropriate.

Our Commitment to You

You can always expect our team to provide reliable assistance. We are dedicated to offering:

• Clear communication and realistic timelines while working through your request..
• Professional and respectful service.
• Defined options for shifting complex issues to specialized staff..
• Protection of your privacy and university data.

Thank you for helping us maintain a great support environment for the SIUE community.

Need Additional Support?

This guide aims to provide useful information, but as technology changes, interfaces or steps might vary. Please use the Comment button to let us know if anything differs from your experience. Your feedback helps us keep this information accurate. Thank you!