Help Desk Service Catalog
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The Help Desk will provide technical support via the phone, email, walk-in, and chat for issues with the following systems and applications:
Operating Systems
- Windows XP
- Windows Vista
- Mac OS 10.3+
- Linux (best effort)
Email Clients
- Outlook
- Outlook Express
- Eudora (Mac & Win)
- Apple Mail 2.0+
- Entourage
Browsers
- Internet Explorer 6.0+
- Safari (Macintosh)
- Firefox (Mac & Win)
Applications
- iTunes
- McAfee 8.0i+ (Windows)
- Microsoft Office 2000+ (Word, Excel, PowerPoint)
- VirusScan 8.5 (Macintosh)
Web-Based Applications
- eCampus
- FTP
- LISTSERV
- Refworks
- Remedy
- SafeConnect
- Telnet
- True Outcomes ePortfolio
- URI Webmail
- Sakai
Diagnostics for Hardware problems
The Help Desk will attempt to diagnose all hardware and software issues. If a problem is diagnosed as a hardware issue on a computer that is URI property (must have a property tag), the problem will be referred to either DeskTop Services or RAM Computers. To resolve hardware issues for computers outside warranty, the user's department must pay for any parts and in the case of RAM Computers, service costs.
Distribution of University licensed Malware removal and protection tools
CDs are available at the Help Desk for a deposit fee of $1. The discs contain McAfee anti-virus, anti-spyware and anti-phishing applications for both Windows and Macintosh operating systems. The same files are available on the web for free download with appropriate URI credentials.
Malware Clinics
Appointments for our malware clinics are available on a first-call/first booked basis. The sessions are run Monday - Thursday, 6-9pm. An appointment during working hours can be arranged for faculty and staff.
ITS Lab Reservations
If you are unable to complete the ITS Lab Reservation form on-line, the Help Desk will assist in troubleshooting your issue. If we are unable to use the automated form, we will complete the reservation for you.
Classroom Equipment Reservations
If you are unable to complete the ITS Classroom Equipment Reservation form on-line, the Help Desk will assist in troubleshooting your issue. If we are unable to use the automated form, we will complete the reservation request for you.
Reporting an Environmental Problem in a Classroom
If you are unable to complete the Classroom Problem Reporting form on-line, the Help Desk will assist in troubleshooting your issue. If we are unable to use the automated form, we will report the problem for you.
ITS Video Support Request
If you are unable to complete the ITS Video Support Request on-line, the Help Desk will assist in troubleshooting your issue. If we are unable to use the automated form, we will complete the request for you.
Sakai course management help
The Help Desk will answer basic questions about Sakai course design. Any administrative problems with Sakai will be escalated to the system administrator. More advanced questions about Sakai design or requests for assistance will be referred to CCE.
Grinder/Plotter
We will resolve username/password issues and provide basic directions to using the plotter in Tyler.
Printers
We will help troubleshoot networking issues with URI-property printers. Due to the diversity of manufacturers and models, any other types of printer trouble calls will be resolved on a best effort basis.
Networking
If we are unable to solve the network connectivity issue over the phone, the Help Desk may book an appoinment with student techs for any port issues in campus housing, sororities and fraternities. Any port problems on the administrative network that cannot be resolved over the phone will be referred to a Telecommunications Customer Service Tech.
Usernames and Passwords
The Help Desk can change eCampus (HCM) and mail.uri.edu passwords. The Help Desk cannot change eCampus Financials passwords. The Help Desk will fax all postoffice and etal account password change requests to the Command Center in Tyler.
