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ITS introduces a Student Service Desk to meet studentsí IT needs and improve support

Laurierís Information Technology Services (ITS) has split the existing Help Desk into two service desks: a Student Service Desk devoted to student ITS support needs and an Employee Service Desk devoted to faculty and staff support and service requests.

The Student Service Desk is staffed by students who are familiar with student ITS needs, including support for Novell or myLaurier accounts, wireless, ResNet and other systems such as LORIS and myLearning Space.

Brantford students can request ITS support by contacting ext. 2222, support@mylaurier.ca or in person at RCE110. Online requests can be made through: https://www.wlu.ca/forms_detail.php?grp_id=12725&frm_id=2672

Waterloo/Kitchener students can obtain ITS support by contacting ext. 2222, support@mylaurier.ca or in person in the Concourse. Online requests can be made through: https://www.wlu.ca/forms_detail.php?grp_id=12725&frm_id=2672.

If the request cannot be resolved by phone, it will then be logged as a service request and the most appropriate local support group will provide a resolution.

ITS will also move to an automated attendant for the Laurier Waterloo switchboard (519-884-1970) to provide more efficient connectivity. Laurier Brantford successfully uses an automated attendant for external callers.

Callers will be able to choose from among a number of preset menu options, and can reach people by entering the personís extension or the first few digits of their last name. Callers will still be able to reach an operator by pressing zero.

All changes were implemented on August 15. For further information, please contact Julie Topic, Director ICT Support jtopic@wlu.ca



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