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Service Catalog

Request Technical Help

The Computer Services Help Desk is staffed by professional consultants and technical student workers who are trained to assist Temple students, faculty, and staff with technical issues. If you need assistance, there are a several ways to request help.

Some of the common problems solved by the Help Desk team include the following:

  • Need help with your password?
    The Help Desk will assist you if you have forgotten your password and are unable to reset it through the self-service website. However, you must be able to verify your identity either in person or over the phone. The Help Desk consultant will guide you through the process.
  • Need help with using a Temple University system or application?
    Computer Services is happy to help you with supported software. We offer assistance with software that is licensed to you or your Temple University workstation. Sorry, we cannot do your homework for you!
  • Need Help With Blackboard?
    Temple University has moved to a new and enhanced version of Blackboard, version 9. This upgrade offers a number of improvements including a new interface design with drag and drop functionality, social media integration, and much more. Computer Services Help Desk staff can assist you with Blackboard questions. The Instructional Support Center is available for faculty consultations during business hours.
  • Confused with technology? Experiencing glitches with a Temple University application? Do you feel caught in red tape?
    We will try to assist you with your technology questions or guide you to the right resource that can help you with a Computer Services-related issue at the university.
  • Is your personal computer sick?
    Our Help Desk Clinic provides assistance with computer-related issues. Appointments are on a first-come, first-served basis and last for one hour. If your computer needs more than an hour of work, an appointment will be scheduled for you.
  • Faculty/Staff: Need help with your office computer?
    Submit a request for deskside support using TUhelp.

Contents


Who is entitled to this service?

Role/Affiliation Services Offered
Prospective Student Use of TUportal; password inquiries; procedural questions; limited troubleshooting when trying to access Temple systems
Applicant Use of TUportal; password inquiries; procedural questions; limited troubleshooting when trying to access Temple systems
Student

Consulting services on the use of and access to university enterprise systems such as TUportal, TUmail, Blackboard, and Banner.

Technical support for personally owned computers.

Employee

Consulting services on the use of and access to university enterprise systems, such as TUportal, TUmail, Blackboard, and Banner.

Technical support for:
--university-owned computer workstations and related equipment for employees and authorized guests.
--employees who use their personally owned computers for university business.
--supported Windows and Macintosh software.

Guest
(e.g., contractors, vendors, special projects personnel, and volunteer faculty)

Consulting services on the use of and access to university enterprise systems, such as TUportal, TU Gmail, Blackboard, and Banner.

Technical support for university-owned computer workstations and related equipment for employees and authorized guests.

Alummus/a Use of TU Gmail and myowlspace.com; TECH Center access; limited troubleshooting when trying to access Temple systems
Retiree Use of TU Gmail; limited troubleshooting when trying to access Temple systems
Parent Use of TUpay and TUportal; proper direction of inquiry to other Temple University office
Emeritus Use of TU Gmail; limited troubleshooting when trying to access Temple systems

What are the limitations and restrictions related to this service?

The fulfillment of a request may require two business days when the appropriate support team is available during standard university work hours. Depending on the type of request, the timeframe for fulfillment may vary or the request may be denied if it cannot be processed due to a technical, procedural, security-related or resource-related issue.

Password inquiry responses are governed by strict security adherence.

Positive identification is required for any full service.

Limited services are offered to some groups as indicated in the Who is entitled to this service? section.

What are the applicable policies or guidelines?

What are the requirements for using this service?

To obtain assistance, your hardware and software must meet Help Desk minimum requirements.

What is the time frame for fulfillment of service?

Depending on the type of request, the timeframe for fulfillment may vary or the request may be denied if it cannot be processed due to a technical, procedural, security-related or resource-related issue.

When is this service available for use?

TUhelp/E-mail
You can submit help requests electronically using TUhelp or by e-mail at help@temple.edu at any time. Requests are reviewed during Computer Services Help Desk hours.

Phone/Walk-In
Requests are received during Computer Services Help Desk hours.

What is the cost of this service?

This service is provided at no charge.

How do I request this service?

Contact the Computer Services Help Desk:




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