Helpdesk Referrals
(IS use only)

A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z

Problem with	Type, Action	Primary	Secondary	Tertiary
Access	Software support	Becky Atwood	Michael Hawkins
Acrobat	Software support	Meredith Germano
Ad-Aware	Software support	Ekow Pierre	Doug Chudzik	Michael Hawkins
Amadeus II	Software support	Meredith Germano	send to Knapp Desk
Audacity	Limited software support	Heather Woods
Banner CRISIS SHEET IF SYSTEM DOWN - inform staff on duty	Support by Department Support by Banner Module Support by Product/Application	See Banner Referral List		S. Terry Ballantyne
	Password resets for Oracle (Banner) or Single-Sign-On SSO (Discoverer)	Deb Wilson	Sue Meeks
	Questions about any Budget Reports using web based Banner or Discoverer on the "portal". Email logs to both Judy and Maureen.	Judy Hall	Maureen Williams	Linda Church x2301
	Payroll on the web - faculty/staff password/problems Have them contact Mary or Raniah in Human Resources. DO NOT EMAIL LOG	Mary Hackett x2210	Raniah Atieh x2883
	Payroll on the web problems/questions - students Have them contact Mary Roberts in the Student Employment Office. DO NOT EMAIL LOG. If students forget their password they have to go to the registrar's for a reset.	Mary Roberts x2367	Laura Till x2350
	Left-hand mouse users who need new drivers need to call the HD for the install in order to use left-handed settings in Banner.	Ekow Pierre
	Support assigned by Department Account request: Inform user that it takes up to 5 business days. Log and refer. Also ask user to submit hard copy forms. If request is for a temp employee, note end date of employment. Important! see Requesting a New Banner Account	Deb Wilson	Brad Alexander
Campus Calendar	Refer problems and questions to Webmistress	Claire Loranz	Becky Atwood
CCA - Cisco Clean Access	Problems authenticating to the network - not urgent	Doug Chudzik	Erin Foti	Ekow Pierre
	Urgent - can't work!! Call staff in this order until you reach someone who can respond immediately: Doug, Susan R, Erin, Ekow, Han Su
	Problems with CCA and VISTA	Susan Richman
Classroom Computers	PC's in a classroom: general troubleshooting	Meredith Germano	Grace Yeh
Classroom Computers	Mac's in a classroom: general troubleshooting	Meredith Germano	Grace Yeh
Software requests for classrooms	PC - David O'Steen	Mac - Kenny Freundlich
CRISIS List	Media and Network names and numbers Media crisis in a classroom - HD procedures
College Web Server	Questions regarding the Web	Claire Loranz	Mac Stewart
ComputingLabs	PC - Refreshing, software, OS problems	Meredith Germano	Grace Yeh
ComputingLabs	Mac - Refreshing, software, OS problems	Meredith Germano	Grace Yeh
Datamart	Questions or problems accessing datamart accounts	Deb Wilson	John Babington	Sue Meeks
Deskside Coaching Refer all calls to staff-on-duty x3302	Faculty/Staff requesting coaching on basic applications supported by the college.	Questions? Erin Foti
	Faculty wanting training on media equipment in their classroom	Jarlath Waldron
	Requests for library research-related instruction. New Deskside coaching from librarians.	send log to "AskUs" on FC.	send copy to Megan Adams
Director	Software support	Heather Woods
Disk Repair - zip, floppy	Mac: refer after attempting repair or file recovery at HelpDesk	Han Su Kim	Erin Foti
Disk Repair - zip, floppy	PC: refer after attempting repair or file recovery at HelpDesk	Doug Chudzik	Erin Foti
Domain Accounts	Creation of new accounts. Problems with new accounts, passwords, etc.	Deb Wilson	Al Abate	Leonor Martins
	Accounts for Physical Plant/Custodial or Food Service	Jim Billings for all physical plant hires	Jason Laprade for food services
	Generic account requests, odd problems or ?'s	Susan Richman	David O'Steen
Dreamweaver	Software support	Mimi Lai	Mac Stewart	Veronica Brandstrader
E-Reserves	Create Add/remove articles from e-reserve conference	Jeanna Barbieri	Meredith Germano
eCopy printer	Support for Ikon printer/copier software	Ekow Pierre	Doug Chudzik
Element K	Software support	Neil Nero	Mac Stewart
Endnote	A program developed to help students and researchers manage footnotes and bibliograpies according to a variety of style/format standards.	Megan Adams Brooks	Erin Foti
Eudora	Software support	David O'Steen
Excel	Software support	Erin Foti	David O'Steen
Fetch	Software support, Mac only	Veronica Brandstrader
File Translation	Use MacLink at either HelpDesk Mac if application translators don't work Log and refer if it is not possible to do this at the HelpDesk	Han Su Kim
FileMaker Pro	Software support for version 4 and 8	Becky Atwood
FileMaker Pro	Request for upgrade to FMPro 8	David O'Steen	Becky Atwood
Firefox	Software support	Mimi Lai	Han Su Kim	Susan Richman
Firewall - VPN	Need to authenticate before launching Banner/Oracle	PC Problems: Ekow or Doug	Mac Problems: Han Su Kim
Fireworks	Software support	Becky Atwood	Heather Woods
First Class	Software support	Becky Atwood	Michael Hawkins	David O'Steen
	New Account Requests. Get name and start date. If they need Banner and Focus also see Banner section above.	Deb Wilson	Leonor Martins
	Accounts for Physical Plant/Custodial or Food Service	Jim Billings for all physical plant hires	Melissa Loberti for food services
	Disk Quota questions	Becky Atwood	David O'Steen	Han Su Kim
	Conference Controllers who need help	Becky Atwood	David O'Steen
	Conference request for faculty and staff	Refer user to FC "Conf. Request" conference folder.	David O'Steen or Becky Atwood	Michael Hawkins
	Conference request for students	Refer user to FC "Conf. Request" conference folder.	David O'Steen	Becky Atwood
	Password Reset: For student, HelpDesk must see ID and note ID# on log. For faculty/staff you do not need to see ID.	Deb Wilson	Leonor Martins
Flash	Software support	Heather Woods
Flash Drives - (USB keychain drives)	Limited support, recommendations .	Doug Chudzik	Han Su Kim
Foreign Language Keyboard	Problems with foreign language and keyboard	Erin Foti	Heather Woods
Gromit	New secure fileserver behind the firewall	Al Abate	Deb Wilson
Hardware	Log and refer but do not email logs	repair
Illustrator	Software support	Meredith Germano
iMovie	Software support	Meredith Germano	Heather Woods
InDesign	Software support	Alana Kumbier
Instructional Technology Academic department-specific software	PC	PC software: David O'Steen	Mac software: Kenny Freundlich
IP address (static)	Form to submit to request static ip address	Al Abate
Internet Explorer	Software support for IE 5 -6 -7	Mimi Lai	Han Su Kim
KeyServer Problems (KeyAccess)	Problems connecting, downloading, using..	Heather Woods	Kenny Freundlich
Listserve	a.k.a. Majordomo lists: Have user fill in a request form: Majordomo request form	Leonor Martins -account creation	Susan Richman -user assistance
Macintosh operating systems	Operating system problems, general questions, Mac printing	Han Su Kim	Dave Rabinowitz	Erin Foti
	OS X questions	Han Su Kim	Rebecca Darling
	Classroom or Public Computers: MAC - Refreshing, software, OS, problems or reports	Rebecca Darling
	Refer for software upgrade, or more RAM requests - information, questions about new computers	Rebecca Darling	Meredith Germano	Kenny Freundlich
Media equipment	Urgent problems: See Media Crisis Chart of phone number.
Media equipment	Non-urgent problems: Log and refer HelpDesk Procedures Questions about what classrooms have certain equipment: Refer caller to calendar or: http://www.wellesley.edu/Computing/local/equipment-list.html Questions about ordering equipment: Refer caller to CWIS (http://www.wellesley.edu/MediaServices/index.htm	Media Crisis Chart		Henry Ordway
Meeting Maker New Account Send user to this URL to request a new account on line.	Software support	Han Su Kim	Susan Hafer Richman
	Palm Pilot Synch Problems/Questions	Han Su Kim	Susan Richman	Doug Chudzik
	Server down Password Problems	Leonor Martins Deb Wilson	Brad Alexander Leonor Martins
Millenium	Library System - limited log-0n	Elyse Astley	Susan Hand
Modems	Questions	Susan Hafer Richman
Nero 6	Nero CD/DVD burning software	Susan Richman	Ekow Pierre	Michael Hawkins
Netscape	Software support	Mimi Lai	Heather Woods
Network Connections	CRISIS - staff on duty call X2767 to page Murray Wolf, Gary St. Martin or Steve White (if you get voicemail do not leave message, call X2121 to page) Troubleshooting Connections Get number of bad drop from plate on the wall and enter on logsheet.	email cable
Network - WIRELESS	Campus & halls wireless access points	email CABLE if access point is down.	Mimi Lai
New-User Orientation	Information about how Wellesley works: FC, web, calendars, services, etc. Available for all new hires.	Erin Foti
NT server NTM,Alice, Gromit	Account Creation - Inform user that it may take up to 5 business days. Includes new Domain Accounts.	Deb Wilson	Al Abate	Leonor Martins
NT server NTM,Alice, Gromit	share requests and problems on NT server	Al Abate	Leonor Martins	Brad Alexander
Password Station	Change and manage your Domain Password Account	Al Abate	Brad Alexander
OmniPage Professional -can edit text	Help with scanning in Knapp	Meredith Germano	Send to Knapp Desk
PalmPilot	Some help with sync problems, installing PP software, and also using it with Meeting Maker calendar	Han Su Kim	Doug Chudzik
PalmPilot	If someone is trying to sync with FirstClass...	Becky Atwood
Photoshop	Photoshop7 CD's now available for check out and installation from Knapp
Photoshop	Software support		Meredith Germano	Heather Woods
"Portal" support	If the person has a question about using the portal, ask them to post on Portal Questions and Help forum if they can get in. If they can't get in ask them to email portalsupport@wellesley.edu. If they are insistent or there are other issues, refer it.	Han Su Kim
PowerPoint	Software support	Erin Foti	Heather Woods
Printers	Win2000 and XP	Repair - don't email the log
	Mac Printing Problems	Han Su Kim	Erin Foti
	New IKON Cannon Image Runner 2270 printer/copier machines (eCopy machine)	Ekow Pierre	Doug Chudzik
	Local Printers (Epsons & HPs) for MAC & PC	Han Su Kim	Erin Foti
Public Computers	PC - Refreshing, software, OS problems	Meredith Germano	Grace Yeh	Michael Hawkins
	Mac - Refreshing, software, OS problems	Meredith Germano	Grace Yeh
	Campus Center & PNE kiosks	Meredith Germano	Becca Darling
"PuTTY"	Telenet software on WinXP to access other file servers that previously used QVT/Term	Susan Richman	Mimi Lai
QVT/Term	Software support, Windows 95/98 only	Susan Richman	Doug Chudzik
Resident Halls	Ask caller to post on ResNet Problem Report Form. Also make log, mark resolved imm., email log to resnet-info@wellesley.edu	email log to resnet-info@wellesley.edu
Resource-25	Refer to department support person	R25 support referral list	Down: call Leo Martins	then Al Abate
Safari	Software support	Han Su Kim	Mimi Lai
Scanning	Mac & PC	Meredith Germano	Send to Knapp Desk
Scanning E-Reserves	Create Add/remove articles from e-reserve conference	Jeanna Barbieri	Meredith Germano

Software Requests	requests for permission to install software on a classroom or public computer	Kenny Freundlich	David O'Steen
SolidWorks 2006 for PC	Problems with installations from CD	Rebecca Darling
SPSS	Software support	Lawrence Baldwin	Kenny Freundlich
SPSS	License expired error: Refer user to CWIS (Computing/Library \| Computing \| Mac software list or PC software list \| SPSS license renewal instructions)	Rebecca Darling	Becca Darling
Spyware	For Windows 2000 & XP	Ekow Pierre	Doug Chudzik	Michael Hawkins
Spyware	For Windows 98	Ekow Pierre	Doug Chudzik	Michael Hawkins
Stata	Software Support	Doug Chudzik
Toast 6 -MAC	Advanced CD/DVD burning software	Heather Woods
Training (see deskside coaching)	Info and registration for scheduled classes: Refer caller to CWIS (Computing/Library \| Computing \| Training ) Classes & requests for individual or departmental lessons: Log and refer	Erin Foti	l
Upward Bound	Computer needs and questions. (Sandy Poitras is their College conact person x2875)	Doug Chudzik	Susan Richman
Viruses disks available at Library for home use.	Virex 7 for Mac's running OS X	Han Su Kim	Doug Chudzik
	Mac	Han Su Kim	Doug Chudzik
	PC	Ekow Pierre	Doug Chudzik	Susan Richman
VPN Firewall	Need to authenticate before launching Banner/Oracle	PC Problems: Doug	Mac Problems: Han Su Kim
Windows operating systems	Win2000 and XP	Ekow Pierre	Michael Hawkins	Doug Chudzik
	Win98, 95, operating system problems, general questions.	Ekow Pierre	Michael Hawkins	Doug Chudzik
	Ghosting/Upgrading newer computers: E3600s, E4000s E4100s running Win 98 or Win 2000	Ekow Pierre	Michael Hawkins	Doug Chudzik
	Refer for software upgrade on older machines, questions about getting new computer	Susan Richman	Doug Chudzik
	Upgrade requests for older computers: E4200s, E3400s Win 95/98, low RAM, complaints about hardware being old,severe hardware problems	Susan Richman	Doug Chudzik
	Classroom Computers: PC - Refreshing, software, OS, problems or reports	Meredith Germano	Grace Yeh
	Pendelton Classrooms ONLY: PC - Refreshing, software, OS, problems or reports	Meredith Germano	Grace Yeh
	Public Computers - Refreshing, software, OS, problems	Meredith Germano	Grace Yeh
WinSCP	(Installation problems refer to Susan Richman) Software support on PC	Claire Loranz	Mac Stewart
WinSock FTP	Software support, PC only	Claire Loranz	Mac Stewart
Wireless Network	Campus & halls wireless access points-email CABLE if access point is down.	Mimi Lai	Doug Chudzik	Susan Richman
Word	Software support	Erin Foti
Word Perfect	Software support, DOS and Windows versions (limited support - log and refer)	Marge Rowell	Susan Richman

Information Services
Created: Oct. 3, 2006
Last Updated: June 19, 2008
Expires: June 1, 2007

Helpdesk Referrals (IS use only)

Helpdesk Referrals
(IS use only)