IMS Department - Help Desk

Introduction
The mission of the IMS Help Desk is to support the operations of Auburn University's Offices of Alumni and Development in an effective manner by providing access to appropriate levels of computing and networking services, for resolution of technical problems, through a single point of contact.

Hours of Availability: Monday – Friday, 7:45am – 4:45pm

How to Contact the Help Desk: Call 844-1409 or email imshdsk@auburn.edu

Point of Contact for Help:
When a problem arises, staff should call or email the Help Desk to report it. Calls will be answered by a Help Desk dispatcher and will be logged into the call-tracking system. A technical resource will attempt to solve the problem by means of telephone and, when appropriate, will use remote administration and diagnostic tools. If the problem cannot be solved in this manner, a field technician will be assigned to the case.

Before Calling the Help Desk, please:
- Write down any error messages. Communicating the wording of any error messages that you are getting makes it much easier for us to identify your exact problem and help you to correct it.

- Remember what you were doing when the error occurred. In what application were you working? Was this the first time that the problem has happened? Is anyone else having the same problem?

- Have you installed anything on your computer recently, such as, for example, instant messenger, screen savers, popup blockers, etc.?

- Restart your computer. Often problems can be corrected if you close the program with which you are having problems and reopen it. More complex problems can be solved on many occasions by restarting the computer.

- Have your name, computer number (AA___), and location ready when calling.

Help Desk Staff

Name	Position	Phone	Email
Tyler Harnach	Support Representative	(334) 844-1409
Robb Shelton	Support Representative	(334) 844-1409