What to Expect
Your issue will be addressed in a timely and consistent manner, with clear communication and a restored, functional device that meets University standards.
What This Covers
This process explains what you can expect when OIT Onsite Services assists with an issue affecting your desktop, laptop, or assigned peripherals.
When This Happens
When you experience a hardware, software, or configuration issue that impacts your ability to work and submit a support request.
What Onsite Services Will Do
- Review your submitted incident to understand the reported issue and its impact.
- Contact you as needed to gather additional details or clarify symptoms.
- Diagnose the issue using standard troubleshooting procedures.
- Repair, reconfigure, or replace hardware or software as appropriate.
- Apply required updates, patches, or security fixes if related to the issue.
- Test the system to confirm the issue is resolved.
- Document the work performed and resolution details in University systems.
- Communicate resolution status and any follow-up guidance.