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Help Desk

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. Whether a question arises about the functionality of a PC software product or a user reports that a network printer is malfunctioning, the Help Desk team is available to assist. Often, advice given by phone is adequate, and the issue is addressed. If needed, a member of the support staff will visit the user directly and devote whatever time is required to answer specific questions, or to diagnose and correct an operational failure of equipment or software.

Hours of Availability:

Monday – Friday, 7:45am – 4:45pm

How to Contact:

Phone: (334) 844-1409
Email:

IMS Help Desk Mission:

When a problem arises, staff should call or email the Help Desk to report it. Calls will be logged into the call-tracking system. A support representative 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?
• Check if you have installed or updated anything recently on your computer, 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 (White Tag On Computer), and location ready when calling.

Department Staff

Last Updated: April 3, 2020