The Help Desk is the primary point of contact for all computing and networking problems, requests, and inquiries for students, faculty, and staff of Cal. State Univ., East Bay. The Help Desk staff will strive to resolve as many problems as possible before escalating to 2^nd level support staff. You will not be referred to another area unless Information Technology Services (ITS) does not provide the service.  If we don’t have the answer to your inquiry or problem, we will find it!

 

Technical professionals from ITS and the Library, on a rotational basis, staff the Help Desk. Each individual brings a wide variety of skills in different support areas.

 

When you call the Help Desk, you will be asked for your name to verify your information in our customer profile database.

 

Please be prepared to give the Help Desk Consultant the following information:

 

1. The type of computer you are using (Power Mac G3, Dell Pentium, etc.).
2. The operating system and version (MacOSx, Windows 2000/NT/XP, etc.).
3. The full name and version of the application you're having trouble with (Netscape, Word 2003, Excel 2003, etc.).
4. A brief description of your problem, and any steps you've already taken to solve it (restarting your machine, changing settings, reinstalling software).
5. The exact text of any error messages you have received ("Server not responding", "Could not negotiate compatible protocol", etc.).

 

We suggest following Good Computing Practices for the Help Desk to work effectively with you.