Loyola University Chicago

The IT Helpdesk is a University resource intended to be used for the promotion of teaching, research, service, and administration in support of the University’s mission.

The IT Helpdesk attempts to answer and resolve support requests (anything which prevents basic operation of the computer, e.g., a bad monitor, computer virus, etc.) within two business days.

During regular working hours, the IT Helpdesk tries to answer all incoming calls ASAP. If calls are in queue, be sure to clear the queue ASAP without rushing current clients off the phone.

All calls need to be answered in a supportive, cheerful voice. There will be incidents when a client may become very vocal towards a support center representative concerning an outstanding task that was assigned to a technician for problem solving. Please read the following to ensure you handle the situation well.

1) Apply courtesy wherever possible. Understand that it could be you on the other end of the line making the complaint. Be polite and courteous. Listen to the user and wait for him or her to finish before engaging in the discussion. Remember to state your name.

2) During the time the client is trying to relay his or her message across, please bring up the HEAT Call Logging application, and create a new ticket with the client’s name. Identify the problem being discussed.

3) Find out the details of the problem and ensure that the updated notes are read before addressing the user. If the user is satisfied with allowing you to look into the matter and returning his or her call, ensure you get contact details and also give them an estimated return time to which you will call them up. Ensure that you meet this requirement.

4) If a point is reached where you may require the assistance of a higher support level staff in handling the problem, ask your superior to assist you.

All support requests must come through the IT Helpdesk rather than any individual ITS staff member. The IT Helpdesk  centralizes our response system so we can diagnose problems quickly. Additionally, by calling the IT Helpdesk number, you’ll help us avoid duplicating someone else’s work. To reach the IT Helpdesk dial (773) 508-4ITS.

All university machines and web services must be accessed with a Network ID and Password.

Network accounts are created for faculty, staff, students, and sponsored guests. Employees entered into the Lawson Services application by Human Resources will receive their network IDs by contacting the IT Helpdesk.

Students receive a letter with their login information after they have been entered into the PeopleSoft system by Registration and Records reflecting matriculation.

If non-affiliated people would like network accounts, they will need to have their university affiliated staff or faculty member request a network account by filling out and submitting a Sponsored Guest Form, which you can obtain by contacting the IT Helpdesk at (773) 508-4ITS.

Typically, all staff and faculty members are provided with a personal network drive (e.g. U Drive) to save university business related documents.

If a department needs access to a former employee’s files (specifically his/her U Drive), the IT Helpdesk requires the former employee’s supervisor to request permission from Human Resources before we can make that data available. Correspondingly, we will not access another user’s H: drive without specific permission from that user or the user’s supervisor.

While we do try to help clients connect to the university network, we do not service personally-owned devices, even if they are used for university business. If, however, students need help they should contact ResNet at Ext. 8-7500 (on-campus) or (773) 508-7500.

Presently, the IT Helpdesk only works on University-owned equipment and University-licensed (or purchased) software. That means that personally-owned peripherals (Palm Pilots, etc.) are not widely supported by ITS. For these types of devices, we’ll do what we can to help, but our assistance will be limited.

The IT Helpdesk supports two primary web browsers: Mozilla Firefox and Internet Explorer.

All password requests need to come directly from the client, themselves. Passwords are reset via telephone only.

Common IT Helpdesk Services Provided: