Beginning in Fall 2019, the desk formerly known as “Tech on 2” will now be known as the “ITS Service Desk.” This newly-imagined space is intended to be the primary service point for the LMU/LLS community, providing email, phone, and face-to-face technology support. “It has been many years since ITS has had an official single service desk location,” says Mike Carty, Help Desk Manager. “Now when people ask us ‘Where are you located?’ we can give them a better answer than ‘Kinda all over.'”
The ITS Service Desk occupies the space of the former Tech On 2 desk, a service point that was jointly staffed by the library and ITS to provide technical support for students and to lend out technology and peripherals (e.g., laptops, notebooks, cables, chargers). Students can continue to go to the second floor location for technology help. However, to borrow technology and peripherals, library users should now visit the Circulation Desk on Level 1. This consolidates all borrowing from the library (books, technology, media, reserves, holds, and interlibrary loan) at the Circulation Desk which, unlike the former Tech On 2, will be open all hours the building is open.
“We believe these changes will support the library’s strategic goal that our physical spaces provide optimal utilization of resources and services,” says Jeff Gatten, Associate Dean for the William H. Hannon Library. “The consolidation of ITS support to a single service point will also allow the library to re-envision the room formerly known as the Faculty Innovation Center (FIC). We are planning to make this a technology-rich space where librarians can lead workshops, conduct consultations, provide guidance in the emerging area of digital scholarship, and collaborate with faculty and students on scholarly endeavors. The idea is to create a flexible space in which the library can be nimble in responding to the rapidly changing landscape of teaching, research, and knowledge production. Information literacy, digital pedagogy, data management, and scholarly communications are envisioned for instruction and workshops.”
The goal of the new ITS Service Desk is to provide quick solutions to common technology problems and to escalate more complicated issues to other ITS personnel. Some of the most common walk-up support questions include:
- MYLMU/PROWL password resets
- Wifi connectivity
- Gaming device registrations
- Email setup on mobile devices
- Best effort support of personal computers
ITS student workers will work at the ITS Service Desk, just as they did for Tech On 2, but will now have faster access to ITS Service Desk support staff, some of whom are now located in the William H. Hannon Library. For additional information about the ITS Service Desk, please contact Mike Carty.