OIT Help Desk




Hours
M – Th
Friday
Saturday
Sunday 		7:30 a.m.-10:00 p.m.
7:30 a.m.-4:30 p.m.
8:00 a.m.-2:00 p.m.
3:00 p.m.-9:00 p.m.

Contact Us

By Phone

(812) 237-2910  or   (888) 818-5465

Your call will be answered by either a student analyst or one of our full-time staff members. If the analyst is unable to answer your question, then an incident will be created and assigned to one of our consultants to follow up with you. Also, you will be given the incident number that we use to track the request. Please use this incident number to later get status from the Help Desk concerning your request. It is very important to have specific information ready and available to give to the Help Desk analyst when you call so that we can log and track your request accurately. If all of our analysts are busy and you experience a long delay in our telephone queue, we encourage you to report your service difficulty.

By the Web

To send your information via the web: 

1. Go to http://myisu.indstate.edu
2. Go to Self Service
3. Select My Banner Self-Service Links
4. Select Help Desk Self Service
5. Select the "Create Help Desk Ticket" button at the
bottom of the page.

By Fax

(812) 237-4461

Please send us your name, phone number, e-mail address, a brief description of your problem, and the best time and way to contact you. A Help Desk analyst will contact you within 1 business day. If the analyst is unable to answer your question, then an incident will be created and assigned to one of our consultants to follow up with you. Also, you will be given the incident number that we use to track the request. Please use this incident number if you request the status of your request from the Help Desk later.

In Person

Student Computing Complex (SCC) 110
Our walk-in hours are 7:30am until 4:30pm Monday through Friday.
(24-Hour Lab)  [See Map]
Click here for hours of operation.

By E-mail

IT-Help@indstate.edu

A Help Desk analyst will send a reply e-mail message to you within 1 business day. If the analyst is unable to answer your question, then an incident will be created and assigned to one of our consultants to follow up with you.  Also, you will be automatically sent the incident number that we use to track the request. Please use this incident number to later get status from the Help Desk concerning your request.

Please have the following information ready when contacting the Help Desk

Help us save you time by having the following information ready when requesting customer service:

  1. When calling the help desk be prepared to give the following information: Last Name, First Name, Building, Room, e-mail Address, and Phone Number.

  2. When calling with a login problem, be prepared with the following details: network server used, user name, password, description of the problem, exact error message.

  3. When calling with a system problem, be able to quote the exact command syntax you used, the sequence of commands and responses, and the exact error message(s) you received, system description, property tag, and description of the problem.

  4. Please provide us with the best times to reach you and/or give us alternate contact information.

  5. If calling in for someone else, please be able to provide us with the above and also with up-to-date contact information for that user such as Building, Room, Phone Number, and E-mail address.

Note: We at the Help Desk realize that many Indiana State University computer users have developed strong working relationships with OIT consultants and Technical Support personnel. However, a central place for resolving computing problems and questions has been shown to be a more effective alternative to this approach when serving a large community. We therefore request that you contact the Help Desk when you have a problem or question instead of the OIT consultant or technician you called in the past. Our consultants are frequently on campus handling calls previously placed via the Help Desk, and they are not able to respond to their voice mail or e-mail in as timely manner as they may have in the past.

Reporting Service Difficulties

OIT  provides multiple avenues for you to provide feedback regarding our services. We encourage you to take advantage of the opportunity to tell us your support needs and concerns.