service desk
The CaTS Service Desk provides the following troubleshooting services for both Macintoshes and PCs to the Saint Mary's community:
- Email/Internet
- Remote Access (Modem Dial-In)
- LAN (Local Area Network)
- Academic Computer Labs (St. Albert's Hall & Garaventa)
- Supported Applications Training (MS Office)
- Software (SW)*
- Hardware (HW)*
*SMC owed software and hardware only. (See SMC Standards)
The CaTS Service Desk currently does not support any personal computers from faculty or staff. Students can have a technician set up their computers for remote access only.
All computer problem reports should be directed to the CaTS Service Desk. Please do not initially call CaTS staff members directly, as all requests must now come via the Service Desk. The Service Desk can be reached via e-mail at helpdesk@stmarys-ca.edu or by phone at (925) 631-4266 (Please select option 1 to be routed to the first available Service Desk customer service representative).
The Service Desk is staffed with SMC student-employees from Monday - Friday, 9am - 5pm. Service Desk students are trained to answer basic troubleshooting questions and general questions about each of the areas Computer and Technology Services supports, see above. When you place a call or send an e-mail request, please provide the service desk staff with your full name, phone number, location (if necessary), hardware/software information, and your status (faculty/staff/student) so that we can appropriately process your request--for example entering it into CaTSTracks, our Service Desk database, assigning issues to the appropriate Tier 2 support etc. This database ensures fairness and accuracy when calls are assigned to the CaTS' staff daily work queue.
In this way, the CaTS Service Desk is the FIRST and ONLY point of contact for information technology related problems, questions and other issues. A Service Desk agent will keep you appraised of the progress of your request and relay any additional information you may provide to the appropriate CaTS employee.
Because our technicians are often working in the "field" (provide office visits), contacting the Service Desk will ensure fair and efficient service and the quickest response time. In addition, due to the volume of support requests from on-campus and off-campus computer users, our staff will not be able to respond immediately to all requests--in many cases it may be necessary to schedule an on-site visit or telephone appointment with one of our technicians.
We will attempt to respond to all requests for support within twenty-four hours, and provide users with a reasonable estimate of when they can expect assistance. Urgent requests will be addressed on a case-by-case basis. Following is a break down of response time that you may expect assistance based on the nature of your computer problem:
- Calls reporting Classroom problems will receive our immediately attention.
- Calls reporting E-mail and LAN problems will be responded to within the day.
- Calls reporting Remote Dial-In, SW/HW/Printing problems may require a 24 hours period.
- Faculty and staff requests for software/hardware installation may require 2-4 working days or longer depending on whether CaTS has to order licenses, or parts.
- Requests for individual training must be made at least 5 working days in advance.
