An IT Shared Services Update: How to Find Help

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As we begin another semester, I wanted to provide a clear and concise update for faculty and staff regarding engaging our support teams.  We have officially moved the various support personnel to the new distributed locations across campus.  We will be implementing a few processes to utilize this new support model and provide timely resolution to your requests. 

Classroom Emergency Support

  • Please dial 214-768-8888 to access the classroom support line. 
  • Provide the building and room number to the Help Desk.  They will dispatch someone quickly.
  • Faculty in Cox can continue to use the help button on the podiums in the classrooms

We have 17 individuals responding to classroom calls in addition to student support. In addition to the installation of equipment in the new Harold Simmons building, upgrades have been made to a number of rooms in Fondren Science, Clements, Dedman Life Science, and Dallas Hall.  We are also conducting a full walk-through this week to ensure classrooms are ready for your return on Friday.

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 dehelp@lyle.smu.edu.

Lyle Help Desk Hours: Monday through Friday 8:30AM-5:00PM

Control Rooms: Monday through 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 (meet the full team).  Beginning Tuesday, January 19, there will be a full time help desk staff member on site during our published hours – 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. 

This is a change in procedure for the following areas: Cox, Lyle, Law, and CUL. 

The existing email addresses used to generate tickets (i.e. support@cox.smu.edu, help@lyle.smu.edu ,etc) will continue to work. The ticket will simply route directly to the help desk. 

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.

Hours: 

Monday through Friday—8:00AM-8:00PM  (Classroom Support line opens at 7:45am)

Saturday: 9:00am-5:00pm

Sunday: 12:00pm-6:00pm

Contact Information:

Email: help@smu.edu

Phone: 214-768-4357

Ticket System:  help.smu.edu

In Person: Hughes Trigg Student Center

After hours emergency: Call 214-768-4357 and leave a message on the emergency request line.  This notifies Rachel Mulry as well as a help desk consultant on call. 

Additional Information:

Printing issues/requestsimagenet@smu.edu

IT Purchases (Hardware and Software)— techsales@smu.edu

  • The Cox IT Desk will continue to serve the Cox community for checking out equipment and general assistance.  They are open Monday through Thursday from 7:30am- 9:30pm, Friday 7:30am-5:00pm, and Saturday from 7:30am-3:30pm. 

 Beginning next month, a report will be made available for the SMU Community outlining various metrics regarding the support requests processed by area.  It is our goal to share our progress as we implement and improve this shared services model.  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.  

This can be submitted by replying to the ticket survey or contacting Lauren Nelson (Help Desk Manager) or Rachel Mulry (Director of Customer Service).