Help Desk - Information Services Department

Explanation of Services:

We recognize that we are at the first stages in developing a full service Help Desk.  Below are the guidelines we are using in responding to calls for assistance.  Please let us know how we are doing and provide feedback by emailing helpdesk@kellogg.edu. We look forward to working with you to build a better Help Desk.

Thank you,
Your I.S. Help Desk

How are problems and requests handled by the Help Desk: 

1)      Upon receipt of a problem request, the Help Desk tests the problem to see if it can be repeated.  We will check help resources if available to see if there is an easy “fix”.

2)      We will evaluate priority of the request and re-prioritize as needed based on importance and scope of issue (not entirely based on initial user priority).

3)      For issues that do not require immediate resolution, or that can be handled through the work order system, we may ask faculty and staff to enter their work order.

4)      We will call I.S. or Student services staff as needed to a escalate problem (even if sending a student over to Student Services…we will call and let you know the background on the issue first).  If possible, we will organize issues so that we can limit the number of calls for escalation. 

5)      We recognize that escalation will delay response to user and will escalate only as needed with a problem directly related to another area (registration, financial aid, etc. )

6)      We will follow up with you if we see patterns or solutions developing that can help with student support problems in other areas.

7)      We will update the online FAQ list with lessons learned to build that resource. 

We are at the beginning of this journey and look to you to provide guidance.  Please let us know how we are doing and provide feedback by emailing helpdesk@kellogg.edu