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Determining the Type of Problem

Don't think that the problem is too minor to bother someone with; the Help Desk staff are trained to help with both software and hardware problems.  They will try to help you solve the problem immediately by discussing the problem on the phone.  Many times the problem can be solved in this manner.

If a problem cannot be solved over the phone, your problem will be logged into the CaTS computer problem tracking system; you will be given a reference number on the phone. It is important to write the reference number down and keep it because this is the only way you can check the status of your problem if you call the Help Desk later.

If the problem is critical (you cannot do any work involving the computer or printer), a desktop technician will be sent to work on the problem immediately. If the problem is not critical, a desktop technician will call you within 2 days to set up an appointment to come your office to solve the problem.

Virtually all software problems should be resolved through the assistance of CaTS technicians.

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What To Do If It Is a Hardware Problem

If the Desktop technician determines that your problem is a hardware one, call Virginia Gimenez at ext. 3776.  She will call our computer repair vendor.  A technician will usually be out by the end of the next business day.

• If the hardware is a printer, arrangements will be made for you to print to another printer until your usual one is repaired.

• If the problem is with your computer, a loaner will be installed as quickly as possible.

If Virginia is unavailable, call Charles Taylor at ext. 2199. 

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