Information and Digital Technologies (IDT)
InfoSys Service Desk

Contact Information

The InfoSys Service Desk is the initial contact for Service Requests from Library and Information Access faculty, staff, and student assistants, and faculty and staff in departments supported by Academic Computer Support.

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Service Request Forms must be filed before any work can be done. Once a Service Request Form is submitted, services are provided to Library and Information Access offices and public access workstations, or department offices supported by Academic Computer Support. Service Request Forms may be submitted by:

• Contacting the InfoSys Service Desk at (Voice) 594-6753 and providing appropriate information
• Sending a completed printed form via (FAX) 594-8982
• Sending the appropriate information via Email to infosys@library.sdsu.edu.

Service Requests are categorized and given a priority before they are assigned to the appropriate workgroup for resolution. For further information, see Problem Categories and Priority Guidelines.

NOTE: Information and Digital Technolgoies will respond to Service Requests within one working day whenever possible. However, complete resolution of a Service Request may take longer.

For After Hours/Weekend Service, Library Unit personnel will need to use the following procedures to request assistance.

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Services

Services provided by the InfoSys Service Desk are:

• Facilitates the dispensation of Service Requests to the appropriate workgroup to resolve the service needs (including information, repairs, maintenance, and installation of software, netware, or hardware).

• Tracks and follows-up Service Requests for Library and Information Access faculty, staff, and student assistants, and faculty and staff in departments supported by Academic Computer Support.

Information and Digital Technolgoies' services provided by unit staff include::

• Library and Information Access - Hardware/Software repairs and installation on PC and Macintosh workstation systems, as well as networked services and support. Library service requests will operate under the above Problem Categories and Priority Guidelines.

• Library and Information Access - PAC support services

• Supported departments in Academic Affairs (i.e. DUS, etc.) - Hardware/Software repairs and installation on PC and Macintosh workstation systems,as well as networked services and support. Academic Affairs service requests will operate under the following separate Problem Categories and Priority Guidelines.

• System and File Server administration, and programming support for Library and Information Access, as well as ROHAN and other campus services and projects.

• Other support services include computer/Email accounts, documentation maintenance, dtp/html/pdf/digital/scanning consultation services, hardware and software purchase/license coordination, and some training.

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