Helpdesk is a division of OIT that provides technical support to the campus community. All helpdesk inquiries should be submitted using My Helpdesk Console. We prefer that you make all requests on-line for tracking purposes.
Helpdesk Documents
Menlo Password Policy , for info about creating new passwords
How to Request Support
To report start a new incident- click here My Helpdesk Console (http://altiris/aexhd/winuser)
On the right is where your existing incidents are tracked. Double click an incident to see its status. To open a new incident, see the instructions below.If you are unable to access the online system you can send an email to helpdesk@menlo.edu, please enter the problem description in the subject line or call 543-3830 for help.
To start a new incident, click on “Create a new incident”
- Describe what’s wrong in the “Title” box
- Choose the “Category” and subcatagories that best describes your issue
- Select the “Priority”
- Associate with an asset, like your computer, if relevant
- If you have taken a screen shot or have other supporting documents you can attach them by clicking on the paperclip icon
- Please leave detailed notes in the “Notes” box
- Click OK to submit
It is very important that you use these methods to access technology services. We log your requests in a database and use the information for tracking problems, ascertaining trends, and budgeting.
Additionally, when making a service request please describe your problem as specifically as possible. For telephone issues please include the phone number of the campus telephone you were using, and the telephone number that was at the other end of the call.
You do not need to contact other parties to get your problem resolved. Further, since some of the parties that have been contacted are quite busy (particularly the Vice-Presidents, the President and the Deans) - we have asked that they assume the proper venue (helpdesk, telephone repair, or Softcopy) was contacted.
Requests for the purchase of technology equipment, services and/or software should be directed to your department head. The request will be submitted to the Director of IT by your department's Dean or Director prior to each fiscal year's budgeting process. Approval is based on funding and on need. Non-budgeted requests will be honored under critical circumstances. Requests for new technology equipment, service and/or software should not be directed to the IT staff. Technology resources procured without the approval of the OIT may not be reimbursed by the Business Office, and may not be supported by OIT (which includes denying access to Menlo College's networks).
Thank you for your cooperation!