Welcome to the NUIT Support Center

2. NUIT Support Center and Distributed Support Services Support services Tools for users Other options for support on campus HomeTech Computer Solutions Service options for users needing off-campus support

4. Mission Statement Provides customer service for NUIT-supported software and services. Provides customers with resources that enable them to solve their own problems in the future. Acts as a gateway to other IT resources at Northwestern.

5. How We Help You 874-491-HELP (4357) We are staffed entirely by students. We support 85% of Northwestern users via telephone. Evanston and Chicago campuses Washington D.C. Users who are traveling on University business We also provide support via e-mail to consultant@northwestern.edu. I’m not sure how many of you have ever called the TSC, but we support 85 % of NU users via our 1-HELP phone number.I’m not sure how many of you have ever called the TSC, but we support 85 % of NU users via our 1-HELP phone number.

6. This shows our annual call volume over the past 5 years. We are receiving more calls than ever! We have doubled our call volume over the past 4 years, and we’ve managed to do that without having to increase the our staff. I’ll show you some of the tools that help us in a little bit.This shows our annual call volume over the past 5 years. We are receiving more calls than ever! We have doubled our call volume over the past 4 years, and we’ve managed to do that without having to increase the our staff. I’ll show you some of the tools that help us in a little bit.

7. NUIT Support Center Evanston campus: Kresge Hall 1-435 Academic year hours: Monday – Thursday, 8 am – 8 pm Friday, 8 am – 5 pm Saturday, 12 noon – 5 pm Sunday, 12 noon – 8 pm

8. NUIT Support Office Chicago campus: Abbott Hall 627 Users may activate e-mail accounts or reset NetID passwords at this location. Hours: Mondays and Thursdays 8:30 am – 5 pm

9. Support Services NetID, e-mail account, and password services Expired or forgotten password New NetIDs/accounts Info on account reactivation Alumni forwarding E-mail account troubleshooting Over-quota issues, archived mail More complex issues are referred to email-accounts@northwestern.edu Mention Q&A, hint at PINMention Q&A, hint at PIN

10. Support for NU-distributed programs Mail clients: Outlook/Express, Eudora, Apple Mail, Entourage Meeting Maker VPN (Cisco client, native OS client) Symantec AntiVirus FTP (Absolute FTP, Fetch) Real Player Browsers (IE, Netscape, Safari) Webmail This does not include serious OS issues, thorough Office supportThis does not include serious OS issues, thorough Office support

11. Connectivity Ethernet (on-campus) VPN via high-speed provider NUIT wireless Desktop Security Virus removal and protection Spyware detection and removal Desktop firewall settings Operating system patching and updates 5 Simple Steps Support Services Caveat on assistance with other ISPs Wireless—one thing we make laptop appointments for Virus—the other thing we make appointments forCaveat on assistance with other ISPs Wireless—one thing we make laptop appointments for Virus—the other thing we make appointments for

12. The Support Center offers first level technical support. Generally 5-15 minutes of troubleshooting. If necessary, we refer users to second level support options. DSS Resnet Local technical support NUIT help desks Hospital technical support (6-HELP) Levels of Support

13. Laptop support appointments are available for students. Making an appointment: Call 847-491-HELP (4357). Give your NetID and a description of your support issue to the consultant. Schedule a time to come to the NUIT Support Center.

14. Laptop consulting pilot project extended through March 8, 2006. Service is provided on a first-come, first-served basis. Bring a power cable and your operating system CD, if possible. Locations and times: Kresge 1-440, Tuesdays, 5:00 - 8:00 pm Lisa’s Café, Wednesdays, 6:30 - 9:30 pm

15. Some Systems We Support CAESAR NUTV SES NU’s Course Management System iPass Connect Listserv HRIS

17. Distributed Support Services

18. Working with DSS Levels of service Call-in/Web-submitted service or Priority Service Preferred Plus service and DSS Partner service (signed support agreements required). The individual or department requesting DSS support is charged for the service.

19. Contacting DSS Contact the TSS Support Center at 847-491-HELP (4357). Hours: Monday – Friday, 8:30 am - 5:00 pm Users may request service via the DSS Online Help Request Form at any time. Expect a response within 24 hours. Available from 8:30am to 5pm, Monday through Friday excluding standard University holidays Service response is guaranteed in under 24-hours.(Please note that this is "response" time and not time to completion). Issues extending beyond 5pm will generally be picked up again at the start of the next business day Available from 8:30am to 5pm, Monday through Friday excluding standard University holidays Service response is guaranteed in under 24-hours.(Please note that this is "response" time and not time to completion). Issues extending beyond 5pm will generally be picked up again at the start of the next business day

20. www.tss.northwestern.edu/DSS/Help/

21. UNITS Representatives University Network of Information Technology Specialists (UNITS) Official technical contacts for computer support within a department First line of support for departments DSS provides timely information via the UNITS listserv The UNITS group was set up to be the first line of support for each individual department. UNITS representatives are familiar with their local environments and the needs of their department and are therefore best able to act as a first line of support, go-between and advisor to more senior DSS is also responsible for the guidance, assistance, cohesion and direction of the UNITS representatives.The UNITS group was set up to be the first line of support for each individual department. UNITS representatives are familiar with their local environments and the needs of their department and are therefore best able to act as a first line of support, go-between and advisor to more senior DSS is also responsible for the guidance, assistance, cohesion and direction of the UNITS representatives.

22. UNITS Representatives DSS hosts quarterly meetings and “Third Thursday Club” to present and discuss emerging technologies and new University services. Join UNITS! Complete the registration form to be added to the listserv and the Web page. To register: https://survey.northwestern.edu/vfsec/servlet/viewsflash?cmd=page&pollid=UNITS!UNITSsignup The UNITS group was set up to be the first line of support for each individual department. UNITS representatives are familiar with their local environments and the needs of their department and are therefore best able to act as a first line of support, go-between and advisor to more senior DSS is also responsible for the guidance, assistance, cohesion and direction of the UNITS representatives.The UNITS group was set up to be the first line of support for each individual department. UNITS representatives are familiar with their local environments and the needs of their department and are therefore best able to act as a first line of support, go-between and advisor to more senior DSS is also responsible for the guidance, assistance, cohesion and direction of the UNITS representatives.

24. School Help Desks www.it.northwestern.edu/help/contact/help-ci-desks/

26. www.it.northwestern.edu

27. Jay Bagley, NUIT Support Center j-bagley@northwestern.edu Lynne Jeffers, Support Services lynne@northwestern.edu Michael Satut, Distributed Support Services m-satut@northwestern.edu NUIT Communications it-communications@northwestern.edu

28. Upcoming Tech Talks January 27 : Essential, Departmental, and Discounted Software from NUIT February 17: Protecting Privacy and the Safe Disposal of Information February 24: Evaluating and Selecting Online Survey Software or Services March 3: Evaluating and Selecting a Web Hosting Service Same locations, Noon – 1 p.m.