Come for the books, stay for the tech support

Maddie Gatz, a junior rehabilitation services major, received help at the DoIT Contact Center from Matthew Leman, DoIT computer analyst and technician.
Maddie Gatz, a junior rehabilitation services major, received help
at the DoIT Contact Center from Matthew Leman,
DoIT computer analyst and technician.

Dozens of students, faculty and staff come every week to the Division of Information Technology’s Contact Center, located in the Telecommunications and Security Building.

It’s there that they seek help from the Mobility Support team.

“Can you help me get NIU email on my phone?” “I just got this new tablet – how do I use Office 365 on it?” “Why can’t I get NIU Wi-Fi on this laptop?”

Since Sept. 15, the Technology Support Desk has been providing the same great service in Founders Memorial Library from noon to 5 p.m. Monday through Friday. This is the first phase of moving all Mobility Support services to the Technology Support Desk in the library on the main floor near the Reference Desk.

Software Distribution also will move to the same space to create a convenient location for IT support and service needs.

“Awesome!” said Maddie Gatz, a junior majoring in rehabilitation services. “I spend a lot of time in the library, so this is going to be really convenient.”

In preparation for the move, the team will need to limit services. From Monday, Oct. 6, through Thursday, Oct. 9, only issues that can be resolved during the customer visit will be accepted.

Moving day is Friday, Oct. 10. Limited assistance with Wi-Fi and email will be available at the Technology Support Desk.

Beginning Monday, Oct. 13, the Technology Support Desk will provide full service from 9 a.m. to 5 p.m. Monday through Friday. In January 2015, service hours will be extended to 9 a.m. to 9 p.m. Monday through Friday and from noon to 5 p.m. on weekends.

Founders Memorial Library“The libraries are excited to be working with DoIT to combine the Contact Center with our Support Services staff to provide students, faculty and staff a centrally located help desk – the Technology Support Desk,” said TJ Lusher, associate dean for Technology Initiatives and Support Services. “This newly created service point is one answer the libraries and DoIT have to President Baker’s challenge to find ways to end the ‘Huskie Shuffle.’ ”

“This is a great opportunity to work more closely with our students in a space that many call ‘home,’ ” added Sabrina Hammond, DoIT communication services manager. “The invitation to partner with the library IT team to deliver expanded services is in direct support of our joint Student Career Success goals.”

For more information, call (815) 753-8100 or email helpdesk@niu.edu.

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