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Office of Information Technology


IT Support Services

There are several teams dedicated to providing technical support and on site assistance for the SMU community. If you need assistance from any of our teams, don't hesitate to contact the IT Help Desk! We look forward to serving you.

IT Help Desk

Providing IT support to the entire SMU campus community.

 Phone: 214-768-HELP
or
214-768-4357
 Email: help@smu.edu
 Submit a Ticket Online: help.smu.edu
 Classroom Emergency Support: 8-8888 from any campus phone or
214-768-8888

Location:

Help Desk in FLW

The Help Desk is located in the Fondren Library West lobby, adjacent to the Collaborative Commons and Starbucks Café.


Hours:

Semester Hours *

Monday through Thursday: 8:00 AM – 9:00 PM
Friday: 8:00 AM – 6:00 PM
Saturday: 9:00 AM – 5:00 PM*
*Walk-in hours begin at noon.
Sunday: 11:00 AM – 8:00 PM

Summer Hours

Monday through Thursday:

 8:00 AM – 6:00 PM*
*Walk-in hours 6 - 9 PM.

Friday:  8 AM – 6 PM
Saturday and Sunday: 12 PM – 6 PM

* Semester Hours begin the first day of class and end on the last day of exams.

About IT Support

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.  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

Lauren Nelson HDI Certified Analyst, Help Desk Manager
Gina Benavides HDI Certified Analyst, Apple Support Center Certified, MOS Excel
Janet Asberry HDI Certified Analyst, Apple Support Center Certified, MOS Outlook
Jonathan Bull HDI Certified Analyst
Margaret Dew HDI Certified Analyst
Shanta Ball HDI Certified Analyst, Certified Apple Care Service Provider
Byron Craig HDI Certified Analyst
 Michael Rossi
 

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