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Location

The Helpdesk is located on the lower level of Hartzler Library: 

View on Google maps

Contact

You can contact the Helpdesk several ways:

  • portal: emu.edu/helpdesk
  • email: helpdesk@emu.edu
  • phone on campus: 4357 (HELP)
  • phone off campus: 540-432-4357
  • stop by: The Helpdesk is located on the lower level of the Hartzler Library

Hours

Starting Fall 2020, Helpdesk will be open for service by appointment only 9-12 and 1-4 Monday-Friday. 

Request a Helpdesk Appointment

Service Level Agreement (SLA)

SLAs document an expected level of support provided by Helpdesk.

Service Level Agreement

Prioritization Levels

Personal Devices

Helpdesk staff have limited time resources, we are not able to assist with personal devices.

Remote Support

We utilize Splashtop SOS for Remote Support.

Remote Support

Emergency problems

During regular business hours, report computer related emergencies or outages to the Helpdesk. 

Outside normal Helpdesk hours: IS technicians are available for incidents of extreme emergency. If you believe the problem you are encountering warrants bringing a technician on campus (from as much as 15 miles away) you may call the IS emergency number (on campus 4541,  off campus 540-432-4541). You will be prompted to leave a voicemail and a text message will be sent to a member of Information Systems who will decide what type of emergency assistance is needed.


Service Attributes

Service Category

IT Support Resources

Service Name

Helpdesk

Audience

Faculty, Staff, Students, Affiliates, Retirees, Guests

Service Cost

There is no charge for this service

Managing Team

User Services

Applications

Jira Service Desk, Confluence