The Engineering Enterprise Desktop Support (EDS) main office is located in Marcus Hall 100. The office is typically open Monday – Friday, 7:00 am – 3:00 pm The office is closed on holidays or when the university is closed. Also, the office may be closed due to staffing constraints. If you need help, come by the office or submit a help request.
The EDS staff consists of the following individuals:
- Equipment failure
- Network Installations
- Desktop Support
- Windows OS
- Configuring equipment
- Software Licenses
- Unix Support
- Window Server Support
When can I get help from EDS?
The EDS main office is staffed to receive your calls during open hours. EDS staff members who can provide technical help are on duty during the same hours. You can report problems online and via email at any time. These requests will be processed as early as possible.
How to request help from EDS?
The first step in getting help from EDS is to let us know about it and provide the information necessary to help you. You can contact us via any of the following methods:
- Send an email, or call 413-545-4048
Alternatively, you can come by the EDS main office
What happens after my ticket has been entered?
For a typical trouble ticket, you can expect the following steps to take place:
- Once the ticket is in the system, it is assigned to the appropriate person(s) in EDS that have the right technical expertise to help you.
- A staff member will read your ticket, respond to you (assuming contact information was provided), and possibly ask for additional information.
- The staff member will work on resolving your issue. Please note that tickets within the area of responsibility of a staff member are addressed in order. Thus, the staff member may not be able to address your problem right away because other tickets that were reported earlier are waiting to be resolved.
For urgent matters (e.g., outages that affect a large number of users), the order of ticket processing may be changed. Requests for help with services not provided by EDS (e.g., IT accounts) may be redirected to the appropriate organization.