The Service Desk is the front end of Information Technology Services (IT Services). Our customer support representatives will help you find the right solution for your Information technology problems, direct you to the right resource or escalate your issue to the correct IT Services staff.
IT Services uses a sophisticated tracking system (Footprints) to help us prioritize incoming requests and assign them to the right person. If you want to make sure that your request does not "fall off the table", you must call 4266 or send an email to firstname.lastname@example.org.
During support hours (Monday through Friday from 7:30 a.m. until 7:30 p.m.) the Service Desk provides two permanent Client Support Technicians that will provide following troubleshooting services for both Macintoshes and PCs to the Saint Mary's community:
- LAN (Local Area Network)
- All Computer Labs on campus
- Supported Applications Training
Saturday Desktop Technician Support (7:30 a.m. until 3:30 p.m.) is available by contacting the Service Desk at (925) 631-4266.IT Services strives to resolving as many issues remotely to better serve and create as little down time as possible, this is called First Contact Resolution. (See First Contact Resolution)
*SMC owed software and hardware only. (See SMC Hardware and Software Standards)
The Service Desk currently does not support personal computers from faculty or staff.
IT Services student workers are generally available at the Service Desk until late at night, Saturdays and Sundays. They supervise the computer labs and workstations in the Library and are able to enter tickets that will be addressed on the next business day. In emergencies student workers can escalate issues to the appropriate on-call IT Services engineers and technicians. The Service Desk summer hours are as follows: Monday through Thursday 7:30 a.m. until 9 p.m., Friday 7:30 a.m. until 7:30 p.m., Saturday 7:30 a.m. until 6 p.m., and Sunday 10 a.m. until 6 p.m. These hours are for summer only, we will go back to our regular hours when school is back in session. The website will be updated accordingly with the new hours.
Service Desk organization and staff:
Lance Hourany, Director of Client Services
Service Desk Management Team
- Annalisa Diaz, Customer Support Manager
Service Desk Client Support Technicians
- Dan Cueva, Client Support Technician
- Jesse Estella, Client Support Technician
- Dan Curcio, Client Support Technician