How to Apply to CGU
Help Desk
OIT is pleased to announce that as of July 10, 2006 we have expanded Helpdesk coverage to 24 hours a day, 7 days a week (yes, that means holidays and weekends). The phone number stays the same: 1-8174 (on campus), 909-621-8174 (off campus) plus 800-630-8893 (toll free).
Please note: Due to the “hands on” nature of Audio/Visual requests, we are keeping our direct line to the A/V department. This number is 7-3695 on campus, 909-607-3695 from off campus or via email to audio.visual@cgu.edu.
Why the change?
As CGU continues to expand the use of technology, the hours that our faculty, staff and students require support also continues to expand. The introduction of this 24x7 Helpdesk allows for us to ensure that no matter what time a problem arises, someone will be available to take your call.
What you CAN expect:
- A competent and well trained Helpdesk staff, and a continuous improvement process to increase performance
- Fewer calls going to voicemail
- Shorter “time to answer”
- A service designed to handle 60-70% of the calls immediately and to escalate the remaining calls to specialized OIT staff promptly.
- An always-available point of contact to notify if you believe there is a significant system failure (who in turn will contact the appropriate OIT staff to address urgent problems immediately).
- Flexible staffing – we will increase staff numbers at peak times of the year to handle extra call volumes.
- Verification of your identity is needed for security. If you need help changing your password, the staff will request your name and your Personal Identification Number (PIN) to verify your identity. You should have received your PIN via US Mail, but it’s possible you missed it. If you need your PIN resent we’ll be happy to mail it to the local address CGU has on file.
What NOT to expect:
- The 24x7 Helpdesk is staffed with Helpdesk specialists, not network or systems administrators or PeopleSoft/Millennium support staff. They cannot resolve every call. They will assign unresolved calls to the appropriate OIT staff specialist using our online work order system. If such a call comes in after normal CGU office hours, it will be waiting in the Inbox of the assigned staff member at the start of the next business day (unless the problem falls into the URGENT category – a system wide outage or other significant crisis).
- OIT onsite staff will continue to handle topics such as consultation on purchasing technology items, new user account setup, and project consulting.
- An “offshore” operation. The Central Helpdesk is located in Orlando, Florida, not overseas.
- Consulting on non-CGU equipment. As always, OIT only supports equipment purchased by the University for University business. We cannot support your personal equipment.
How will these remote Helpdesk specialists know CGU?
- One of the remote Helpdesk team members spent significant time working with our OIT staff and learning the nuances of the CGU technical environment.
- The remote Helpdesk uses an extensive data gathering system, involving in depth interviews with the key technology support groups on campus (network, administrative systems, management protocols, web, security, desktop assistance, etc.) to collect the essential support information.
- The remote Helpdesk uses a web-based knowledge base that grows as new issues arise or old issues change.
Hours:
In person in ACB 109, 8:30am - 5pm M-F / By phone 24x7 at 909-621-8174
Help Desk Online -- click here to enter an HDO case (faculty and staff only.)
If you need to reset your email password, click here.
If you have lost your PIN, you can request another one here.
CGUMail runs MS Exchange and is used by students. It can be found at http://cgumail.cgu.edu
All staff and faculty use MS Exchange 2003 available at https://outlook.cgu.edu
Web File Sharing
Click here to log into WFS.
The quick start guide for Web File Services is also available here.
For instructions on how to move multiple files from your PC or laptop, click here.
Baracuda -- CGU's spam filtering solution
The user guide for CGU's spam filtering solution, Baracuda, is available here as a PDF file.
Content Management
Access the Content Management user guide here.
Using Turnitin
(Faculty) Click here to see a demo movie of Turnitin.
View, or print the quick start guide.
Mailing lists -- Lyris User Guide*
(*Please note that not all functions listed on the Lyris web site are available. Our current version allows for delivery tracking.)
Office 2003 Help
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Excel
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