EMERGENCY ISSUES

When a system or service is verified to be completely down for ALL users, contact directly for assistance:

• For phone (both landline and cell) and Internet issues
  • call Saburo Usami's cell phone
• For surveillance and door access issues
  • call Public Safety at 203.371.7995
• For copier issues
  • SHUPad has vendor copier support Monday - Friday from 8:30 am to 4:30 pm and there is a 4-hour response time
  • Reach out to the IT Service Desk following the instructions under the "To Submit Requests" bullet below

NON-EMERGENCY SUPPORT REQUESTS

During normal working hours - Monday through Friday - 8:30 am to 4:30 pm:

• For Copier Support for GRGC

  • For new copier requests or copier repairs, GRGC employees should reach out to the IT Factory following the instructions under the "To Submit Requests" bullet below
     
• For Desktop Support for GRGC

  • All support requests for desktop assistance should be assigned to Deskside Support
     
• For Email Support for GRGC

  • All support requests for email assistance should be assigned to System Admins 
     
• For Laptop Rentals/Support for GRGC
  • For new laptops, GRGC employees should reach out to Mobile Computing to complete a * Laptop Rental Form *
  • To pick up a new laptop, the GRGC employee should go to the SHU Park Avenue Campus Service Desk to pick up and activate their network account on the new laptop to ensure everything is working
  • For laptop issues, GRGC employees should reach out to the IT Service Desk following the instructions under the "To Submit Requests" bullet below
  • For laptop refresh, GRGC employees should follow instructions provided by Mobile Computing when it is time to refresh the laptop
     
• For Great River applications/systems and reports (Club Prophet, Eventman, Open Sync, Quickbooks, Time Clock, etc.)
  • Submit a request for assistance here: Admin IT support form


• For All Other Support for GRGC
  • GRGC employees should reach out to the IT Service Desk following the instructions under the "To Submit Requests" bullet below
     
• To Submit Requests
  • Two ways to connect with IT at SHU:
    • Call the IT Service Desk directly at 203.365.7575
    • Submit a request through IT Self-Service Self Service Form
      • Click on:
        • Submit a ticket with the Service Desk
        • Schedule a Hardware Repair Appointment (for laptops)
        • Chat with InfoTech Bot (get some step-by-step instructions to assist with a current problem that you are experiencing)
    • The IT Service Desk will review the request being brought to our attention, try to assist you remotely first and escalate to the appropriate team if they cannot resolve with you
  • Whichever method you choose to submit a request, we ask that you include specific information to help us troubleshoot and bring forward a resolution faster
    • Who is experiencing the issue?  Is it all users at GRGC, users in one building, or one person?
    • Location of issue
    • Hardware or Software with issue
    • Example of data issue (if data related)
      • "Missing financial data from the month-end report for the week of 09/01/2021"
      • Note: Do not disclose PII or PCI detailed data in the request

AFTER HOURS - Weekends and Outside of Normal Work Hours: