They are the ones that rush to your office when technology issue arise. They diagnose and resolve software/hardware related incidents and support various departmental applications. The Desktop Support team provides IT support for all students, faculty, and staff. They assist with both Windows/Mac platforms and any other IT related issues the campus community may encounter.
At the end of May, the Help Desk returned to Fondren Library. Our new expanded space is in the west lobby adjacent to the Collaborative Commons and Starbucks Café. If you haven’t yet seen the new renovations in Fondren Library, take a few minutes to come see the improvements. And, when you do, come check out the new help desk area. We’re excited to continue to providing our service back in Fondren Library. Continue reading The IT Help Desk Returns to Fondren Library!
Over the past 6 months, there have been a large number of changes as we transitioned to Shared Services. Although we are still modifying and improving processes, the main contact channels will remain intact. This ensures you always know how to get help when you need it.
Classroom Emergency Support
- Please dial 214-768-8888 to access the classroom support line.
- Faculty in Cox can continue to use the help button on the podiums in the classrooms.
Classrooms in Lyle:
- For Computer or Network issues in the classroom, contact 214-768-8888.
- For assistance with AV and recording equipment, please contact the Lyle Distance Education Help Desk at 214-768-1260 or email email@example.com.
Lyle Help Desk Hours: Monday – Friday 8:30AM-5:00PM
Control Rooms: Monday – Thursday 11:00AM-9:45PM and Saturday 8:00AM-12:30PM
Reporting issues or requests for assistance
The IT Help Desk is now fully staffed (see We are excited to announce the new Help Desk team!) and last month, we began offering full-time Help Desk support coverage 7 days a week. To ensure that all reported issues are being addressed quickly, support requests will be first handled/reviewed by the IT Help Desk rather than being distributed immediately to the local IT Resources.
All requests for assistance (outside of the classroom emergencies) should be made through one of our contact channels listed below. The Help Desk will either respond to the issue directly or route the issue to the appropriate personnel for resolution. Since many of the responsibilities of our IT personnel changed with the move to Shared Services, this process will ensure an efficient and timely response to your request by the appropriate personnel.
|Monday through Friday:||8:00AM-8:00 PM
(classroom support line opens at 7:45am)
|In Person:||Hughes Trigg Student Center|
After hours emergency
Call the help desk number at 214-768-4357 and activate the emergency pager line. This notifies the help desk consultant on call as well as the Director of Customer Service.
Printing issues/requests: email firstname.lastname@example.org
IT Purchases (Hardware and Software only): email@example.com
The Cox IT Desk: The Cox IT Desk will continue to serve the Cox community for checking out equipment and general assistance. They are open Monday- Thursday from 7:30am- 9:30pm, Friday 7:30am-5:00pm, and Saturday from 7:30am-3:30pm.
As with any transition, some modifications may be needed. We promise to address issues as quickly as possible. Your feedback on requests for assistance is greatly appreciated can easily be done by replying to the ticket survey. You are also welcome to contact Help Desk Manger Lauren Nelson or the Director of Customer Service, Rachel Mulry, with any feedback.
As part of the OE2C initiative this past year, OIT has been working to increase the quality and efficiency of customer service. One method adopted was to make support staff more accessible to the University community. A new structure has been put in place by the Customer Support division that places field support and AV/Event representatives into assigned zones which include several buildings that each representative will support. These representatives will be the first point of contact for desk-side support and emergency classroom/conference room support in their respective area. They will also be cross-trained in order to assist other zones when needed for larger projects or issues.
The following individuals are currently serving in an embedded zone:
- Jesus Martinez: Umphrey Lee room 122
- Glenn Taylor: PAB 300
- Jim Tuley: Maguire 170
- Paul Tubb: Maguire 170
- Walter Hwu: Caruth 472
- Deborah Seiter: Underwood 320
- Brad Pittler: Underwood S302
- Robert Burkett: 6200 N. Central Expressway 2050
- John Blank: Prothro 208B
- Andy Maupin: Fondren Library
- Jawaid Hussein: Fondren Library
- Andrea Thach: Guildhall- Plano
- Jon Pickle: Plano
- Richard Franks: Taos
- Jim Jaeger: Prothro 208A
- Mike Gebreselassie: Maguire 170
- Chris Gaut: Hughes-Trigg Student Center
- Shawn Remek: Annette Caldwell Simmons Hall
- Winston Phan: Underwood Law Library
- Adam Jones: Hyer Hall
To review the zone map and the areas each individual supports, visit http://www.smu.edu/~/media/Site/OIT/AboutUs/Zone%20Layout.ashx