Mission

The mission of the Help Desk is to provide Oakland University faculty, staff, and currently enrolled students with a single point of contact for all IT supported services and products.  The Help Desk is the entry point for all information technology resources.  The Help Desk will ensure that all requests are handled promptly, professionally, and within the established time frame for each type of call.

The OU Help Desk is committed to the values of:

• Customer service
• Mutual respect and trust
• Teamwork
• Professional ethics
• Education and development

The OU Help Desk is responsible for:

• Computing problem resolution
• Supported hardware and software services
• Information operators
• Implementation and review of best IT desktop practices
• Desktop voice and data user interfaces, training and support

The OU Help Desk will be recognized as the first point of contact for IT customer services, by leveraging teamwork, technology, expert knowledge, professionalism, and the commitment to excellence. The Help Desk will disseminate accurate and reliable information in a timely manner using all the technology resources available such as the Internet, chats, blogs, advanced phone systems, and software applications.

The OU Help Desk will be known as a one stop shop – a seamless core service center where customers either receive an answer to their question immediately for first contact resolution, or are referred to an expert elsewhere at Oakland University.

The OU Help Desk will provide services that complement the University Technology Services Department. This department aims to encourage our customers to become self-sufficient in the use of information services, both academic and administrative. Help Desk staff will pass on as much information as possible to resolve inquiries, to empower our customers to find what they need for themselves in the future, and to spread this knowledge among their fellow colleagues.

The OU Help Desk staff is experienced, committed and fully trained to provide strong service to all our customers.