Please enter SMU\SMUID as the username and your account password
Begin a remote session with the IT Help Desk or receive help via live chat.
Information about the equipment in the various classrooms and emergency classroom support procedures
Assistance with multimedia projects and web development
Consulting for both FileMaker Pro and Microsoft Access databases
Consulting for statistical and research programs for faculty
Assistance for faculty and staff with web publishing, multimedia and other instructional technology
The IT Help Desk
The Office of Information Technology provides a number of resources to help answer your technology questions and provide guidance when seeking a technology solution.
Location: The Help Desk is located in Fondren Library West.
Semester Hours: Monday through Friday 8:00am-9:00pm
Saturday 9:00 am - 5:00 pm
*Semester Hours begin the first day of class and end on the last day of exams
Summer Hours: 8:00 am- 5:30 pm Monday through Friday
About the Help Desk
The Help Desk provides support to the entire campus community. In addition to supporting current faculty, staff and students, the Help Desk provides limited assistance to retirees, parents and prospective students. The Help Desk consists of four full time employees. All of the Help Desk staff are HDI certified and are committed to providing exceptional service.
The Help Desk is available to answer questions regarding any of the services that IT provides and any of the software applications that we support. They are able to assist with network configurations, software troubleshooting and training, email support and configuration, and more. The Help Desk staff uses remote tools as well as a shared knowledge base to help provide resolutions to reported issues as quickly as possible. All requests for assistance are documented in the Help Desk software. If the Help Desk is unable to resolve the issue, the ticket will be routed to the appropriate IT technician for resolution. The Help Desk makes every effort to respond to each request the same day it is received.
Service Level Agreements
In order to ensure that your requests for assistance are handled in a timely manner, service level agreements have been configured in the help desk software. Each help request is assigned a priority based on the severity of the request. The "clock" starts running the minute the request is opened. As each threshold is exceeded, additional notifications are sent to the assignee to ensure that each help request is resolved appropriately. The default SLA and thresholds appear below (business hours are calculated as 8-5 Monday through Friday).
- Emergency: 4 hour target turn around
- High: 9 hour turn around
- Medium: 24 hour target turnaround
- Low: 1 week target turnaround time
The Help Desk Staff includes
- Rachel Mulry: HDI Certified Manager, ITIL Foundations, PMP, MOS Sharepoint 2010, MOS Word 2010 Expert, MOS Excel Expert , MOS Powerpoint 2010
- Gina Conklin: HDI Certified Analyst, Apple Support Center Certified
- Janet Asberry: HDI Certified Analyst, Apple Support Center Certified, MOS Outlook
- Zach Peterson: HDI Certified Analyst
- Lauren Nelson: HDI Certified Analyst
Meet our Support Teams