Helpdesk

General Information

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CSBS Computing offers a ‘helpdesk’ service staffed by six full time computer professionals and several part time assistants. 

Helpdesk cases may be generated via the web at https://support.csbs.utah.edu/helpdesk or via phone at 801-585-8985.

All communication with the helpdesk is logged within each case. Users may add notes and attachments to their case via the website, or via replies to emails generated for each case. Cases are not closed until a full resolution is reached. Once a case is closed, users may reopen the case if something was missed or not resolved. 

Every week, our staff members meet to discuss the status of all open cases. This is intended to promote sharing of information, discovering problem trends, and ensures cases are closed in a timely manner.

Users can submit feedback on each case once it is closed. The information is used to improve our services.

Generally, cases are addressed in the order that they are received; however, users can specify a priority for each case they submit. A specified priority is taken in to consideration and weighed against existing cases for staff member response prioritization. Problems that affect the mission of the College (e.g., conducting classes, student lab facilities, or research) may take priority over other individual user problems

 

Services

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Some of the services offered by the helpdesk include:

• Answering IT related questions
• Troubleshooting computer problems
• Coordinating network changes 
• Purchasing software
• Software installations/updates
• Purchasing hardware (Computers, Scanners, Printers, Network equipment, etc…) 
• Installing and relocating hardware
• Coordinating with outside IT services
• Account maintenance (password changes, etc..)
• Storage management and quota support
• Instruction for IT related services
• Changes to current IT service offerings

 

Skills

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Our staff can support a variety of technologies including but not limited to:

• Operating Systems:
  • Windows
  • macOS
  • Linux
  • ESXi
• Hardware
  • Windows computers and servers
  • Mac computers
  • Virtualization
  • SAN infrastructure
• Security
  • University of Utah Cyber Security
  • Patching and upgrades in accordance with University Policy 
• Database Administration
• Cloud Storage
• Virtualization

Tools

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Some of the tools used by our support staff include:

• Teamviewer -- Where needed, our staff members can use a tool called ‘Teamviewer’ for troubleshooting problems. 
• Agiloft -- The web-based helpdesk interface. It is utilized for support case tracking, logged communication, and feedback.
• Jamf -- Mac Managment and MDM for macOS and iOS devices. Used in patching and managing the macOS systems.
• OCS -- OCS is our inventory software. It provides information about a computer’s hardware and software inventory. This information can expedite a resolution to support cases and provide work lists for updates.
• MECM (SCCM) -- Microsoft Endpoint Configuration Management for Windows based operating systems
• Tanium -- Endpoint management and security for workstations and servers.
• MS Defender -- anti-virus, anti-spyware, anti-malware software for workstations and servers
• BeyondTrust - privlege management
• ForcePoint - Data Loss Protection
• USMT -- Microsoft’s User State Migration Tool is used to transfer a users profile—their settings and documents—from one computer to another, usually when a computer is replaced/upgraded.