C&IT Help Desk
Contact: (313) 577-4778
helpdesk@wayne.edu
Hours:
Monday–Friday
7:30 a.m. to 10 p.m.
Saturday & Sunday
9 a.m. to 4 p.m.
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The Computing & Information Technology (C&IT) Help Desk provides the Wayne State University community with support for AccessIDs and a broad range of desktop computing software, services, and resources. It is part of the Help Desk's vision to make sure every contact is fully resolved on first contact or routed to higher tiers of support with 100% accuracy.
Who can use it?
C&IT Help Desk provides assistance to current and prospective students, faculty, staff, sponsored guests, and retirees of Wayne State University.
What can I expect?
The C&IT Help Desk staff provides knowledgeable and friendly computing support in a timely manner to the WSU community. To assist with supporting its customers, the Help Desk updates the following documents on a regular basis:
- Support Standards and Levels - These are the levels of support the customer can expect, and how your computing problem is handled.
- Supported Desktop Software - These are the software products supported and the levels at which they are supported.
- Help Desk Metrics - These are statistics for all of the phone calls, e-mail, and voice mail that come into the Help Desk.
- Hardware Recommendations - These are the links of desktop and notebook recommendations.
When you report a problem, the C&IT Help Desk strives to resolve it during the initial contact. If it cannot be resolved immediately, the staff will investigate it thoroughly, determine the best course of action, and contact you with the solution.
Keep in mind that call volume and staffing levels at the C&IT Help Desk vary throughout the day, and the academic term, and can impact response times.
How can I get help?
If you're looking for support (and you're a current or prospective student, faculty, staff, sponsored guest, and/or retiree of Wayne State University) you can do one of the following:
- Call (313) 577-4778 during regular hours (see above for current hours).
- Send an e-mail message to helpdesk@wayne.edu at anytime. Do not send your Social Security Number via e-mail! If you need an AccessID or need to reset your password, call – passwords are not sent via e-mail.
- Leave Voice Mail message at (313) 577-2115. Only use this if you're having difficulty getting through to us via the main phone line or email and you cannot find an answer on the C&IT Website or the Knowledgebase.
- Send a fax to us at (313) 577-8787 (especially useful with the forms found here). Usually it is best only to send us a fax if C&IT Help Desk staff instruct you to do so.
What do I need?
To expedite your service when you contact the C&IT Help Desk, please be ready to supply:
- your WSU AccessID (this helps identify you in the university directory);
- your full name;
- a phone number or phone numbers where we can reach you or leave a message;
- the best times to contact you;
- the e-mail address you use on a regular basis (if it is different from your WSU AccessID e-mail address); and
- a brief description of the problem.
Is there a cost?
There is no cost to the WSU community to receive support from the C&IT Help Desk staff.
How do I apply to work at the C&IT Help Desk?
The C&IT Help Desk is staffed primarily by student assistants. If you are an interested WSU student and able to work at least 10 hours a week, feel free to apply here.