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A. Mission
To answer all cases as they are reported or within the smallest time frame. Computer Support Services will evaluate, test, implement, support and document the latest hardware and software technology. Our primary goal is to provide support to faculty and staff so they can give FGCU students the best education possible.
Computer Support Services' phones are open Monday through Thursday from 8AM to 7PM and Friday from 8AM to 5PM. The phone number is (941) 590-1188.
We are closed on all university holidays
C. Support
Support is available for faculty and staff who use a university-owned computers. Computer Support Services will provide documentation for users of home computers to connect via modem to the network.
Support is available only for official university supported software and hardware.
D. Submitting a Challenge or Work Order
1. Definitions
Cases
A case is something that worked at one time and now it does not. Examples: you can’t print, you can’t get into the network, you can’t receive or send email, or your computer locks up. Computer Support Services will attempt to resolve all cases within 3 days.Work Order
A work order is a request for something you never had. Examples: a new computer, new email account, access to a network share folder, and/or hardware or software installation or upgrades. Computer Support Services will resolve all work orders within 2 weeks.2. Before calling the Computer Support Services Help Desk
- Exit all applications, shut down your computer, then restart it.
- Document the exact steps that lead to the problem and the exact error messages.
- Document all hardware or software changes.
- Document the manufacturer and model of your computer.
- Have the following information available: Email address, name, title, department, phone number, priority, software, hardware, and an exact description of the challenge. If Computer Support Services cannot solve your challenge while you are on the phone you will be issued a "challenge number". A separate challenge number will be issued for each open challenge. Keep this number and refer to it each time you correspond with Computer Support Services regarding an open challenge.
3. Cases and Work Orders
All cases and work orders are logged into Computer Support Services' database where they are tracked until closed. No case will be closed without permission from the user who reported the challenge. Each challenge is worked on according to its status and priority as listed below.
User Assigned Priorities Minor Major Emergency Work Order E. Log, Distribute, and Escalate cases
Due to the number of applications that Computer Support Services supports, it is not possible for the call taker to be knowledgeable in every application. If it is established that the call taker is unable to assist the user, calls will be dispatched to the appropriate Computer Support Services staff member. It is important, however, that all calls be routed through Computer Support Services so that we can monitor ongoing problems, known bugs, network outages, etc. from a central location.
F. Software
- Software will not be supported unless it is approved by the TAC committee.
- Users are free to load and evaluate any software they wish. Support for installing and running the software must come from the vendor.
1. Home Use
Our license allows us to make Microsoft Office 2000 available for home installation. System requirements are a minimum 200Mhz Pentium, 32 MB RAM, 800 MB hard drive space, CD-ROM and Windows 95.
2. Support
The following is a list of FGCU software supported by Computer Support Services.
Software Version Microsoft Office PC: Office 2000
Macintosh: Office 98Microsoft Outlook PC: Outlook 2000
Macintosh: Outlook 98 (Mac Ed.)Microsoft Windows Windows 95, 98, Me, NT 4, 2000 MacOS 7.5.3, 8, 9 Netscape Current Version TCP3270 for Windows 95 Windows: 3.13.0.0801
MacOS: 2.4a4Paper Port Viewer Windows: 5.0
MacOS: 5.0Adobe Acrobat Reader 4.0 G. Hardware
- Computer Support Services will install upgrades and repair hardware.
- The department/college is responsible for the expense of hardware upgrades and repairs.
- Computer Support Services supports all university-owned PCs or Macs.
Computer Support Services DOES NOT install, repair, or support personally owned hardware or software.
Users of computers, that meet the follow requirements, will be able to connect to the FGCU network.
- Running Windows 95 or MacOS 7.6 or higher
- Minimum of 20MG of hard drive space
- Modem
Instructions on connecting to the FGCU network from home are available on the Administrative Services intranet.
I. Training
Training is available to all university faculty and staff. The schedule of classes is located on the Administrative Services intranet at http://admin.fgcu.edu:2000/compservices/helpdesk/training.htm.
- All orders should be submitted to User Services using the New Computer Request Form found in Exchange Public Folders>All Public Folders>Helpdesk>FAQ Documents>How do I request a new computer.doc.
- Computers must be purchased by indavidual departments, Computer Services will not purchase any new computers for new employees or upgrades.
- Computer Support Services must have employees full name and position before a computer is assigned.
- A two week lead time will be needed to fill all new computer requests.
- Existing computers will be moved or replaced at the discretion of Computer Support Services.
- Computer Services intranet web page, http://admin.fgcu.edu:2000/compservices/computer.htm.
- Vendors’ technical support via phone, fax or web.
- Application's Help menu usually located along the top menu bar in each application.
- Software/Hardware manuals. Manuals can be checked out from Computer Support Services.
- Exchange Public Folders>All Public Folders>Helpdesk>FAQ Documents
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© FGCU 2001
Administrative Services.
This is an official FGCU web page.
Florida Gulf Coast University is an equal opportunity/affirmative action institution.
Effective Date: March 02, 1998
Revised Date: February 20, 2001
HELPDESK
http://www.fgcu.edu