Desktop support and troubleshooting

Desktop support and troubleshooting is a service  helps support faculty, staff, and administrators incorporate technology into their work at Steinhardt

Who can get it and how much does it cost

  • Desktop support and troubleshooting services are provided to all Steinhardt community members at no cost

How to get it

  • Request for support is available 24/7 by emailing steinhardt.it@nyu.edu
  • Onsite support and customer appointments are available Monday through Friday 9:00 a.m - 5:00 p.m., excluding NYU Holidays
  • Call-in support to (212) 992-4357, or 2HELP, is available Monday through Friday 9:00 a.m. - 5:00p.m

Expectations

Device eligibility
  • Devices purchased with NYU funding
    • STS will onboard and facilitlate reparis for these devices.  This includes, but is not limited to troubleshooting the device and corresponding with the vendor regarding warranty claims
  • Devices NOT purchased with NYU funding
    • STS can assess the problem and make a recommendation for next steps, but will not be able to perform the necessary work to fully resolve the issue
Response Time

In order to provide effective service, we ask that our customers maintain a reasonable expectation of response time when requesting support.  Table 1 below details how we determine urgency when routing service requests.  It considers a combination 2 factors: urgency and impact on the business.

 

Low

Normal

High

Urgent

Time Deadline
(Urgency)

No Hard Deadline

Less than 1 week

Less than 3 days

Less than 1 day

Working Hours Lost

(Impact)

Less than 1 (customer ends up doing other work)

Up to 7 hours

7 to 35 (hours calculated cumulatively across multiple persons)

Greater than 35 hours

Example Issues

Browser Issues
Software Installations

Single Computer Crash

Administrative System Crash

Server Crash

Table 1: Priority Matrix