User Services

Computer Support Services

A. Mission

The Computer Support Help Desk provides technical support via the Internet, phone or email. You can access the Help Desk web site or send email 24 hours a day, 7 days a week at helpdesk.fgcu.edu. Note: this page is an intranet page and can only be accessed on campus. Phone support is available Monday through Friday from 8 a.m. to 6 p.m.

B. Hours of Operation

Computer Support Services' phones are open Monday through Friday from 8 a.m. to 6 p.m.. 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 Windows	Windows XP
Microsoft Office	Windows: Office 2007 Macintosh: Office 2008
MacOS	OS X

 

 

 

 

 

 

 

 

            

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.

H. Home Computers

 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.

J. Computer Requests

•  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 individual departments; Computer Services will not purchase any new computers for new employees or upgrades.
• Computer Support Services must have employee’s 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.

K. Additional Support

• 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