Roosevelt University Technology Help Desk

Roosevelt University now offers 24-hour technical help support to students, faculty and staff. To contact the help desk by phone, call 312-341-HELP (312-341-4357). From off campus you can use the toll free number 866-276-3906. The agent you speak with will ask you a few questions so that we can identify you and record the details about your problem. When the telephone agents cannot anwer the question themselves, they will refer the problem to an RU technican for resolution. As an alternative to a phone request, you can browse the Roosevelt University knowledge base or submit your own request in writing from the help desk support site. See the Help Desk User's Guide for details on using this new service.

Here are some of the ways this new service will benefit the RU community:

• The new service is available 24 hours a day, 365 days a year.

• The new system draws on a large pool of agents who in most cases will be able to answer the phone within a minute or two.

• The new service employs a tightly integrated collection of telecommunications and data management tools to ensure that call processing is as centralized, streamlined, and efficient as possible.

• The new help desk system is flexible enough to deliver information in a variety of formats, including online self-help, telephone, email, web form, and live chat.

• The new service includes a number of features of particular interest to students, including support for the computer applications regularly used by students and the availability of late-night live support. This adds up to a significant increase in the level of technical support we will be able to make available to students.

• DoIT staff members have created documentation and FAQs on a wide variety of technical topics. This information has been consolidated and imported into a new searchable knowledge management system, accessible from the help desk support site, that has been created for our use. This knowledge base will be regularly updated and extended as our technological environment changes.

• The new service includes a request-tracking system that includes an automated email-based communication module facilitating communication between technicians and users, as well as a web interface giving users who have submitted support requests real-time access to the status of their requests.

[Rev. April 4, 2007]