Students should visit the Helpdesk for one of three purposes: to obtain a new
ID card, to have their Prism password reset, or to have their network (e-mail, Blackboard,
Diamond, etc.) password reset.
Students wishing to replace their existing ID card can turn in their
old card and a new one will be issued. New cards will be given to replace
broken or near-broken cards as well as cards where you can not longer identify
person the card should be identifying. Cards will not be replaced simply
because the student does not like the picture on her card.
Students who have lost their ID cards will need to purchase a new ID card.
Cards can be paid for at the Cashier's Window in Le Mans Hall, and the cost
of a new card is $15.
Prism reset requests should ideally be requested via e-mail from the
student's Saint Mary's e-mail account and sent to helpdesk@saintmarys.edu.
Password reset requests will require that the student show a
government-issued ID card (driver's license, passport) so we can confirm
their identity before resetting the password.
All personal computing questions from students should be redirected to the
ResNet Office.
Policies for Helpdesk Consultants working in the Helpdesk:
Helpdesk Consultants should remember that the goal of working in the Helpdesk is
not to simply record a problem being reported, but to solve the problem as efficiently
as possible. The focus should be on answering the accurately and helpfully during that
initial request for assistance, rather than passing the question off to somone else.
Helpdesk Consultants are expected to stay in the Helpdesk for their shift.
Wandering around to the other Information Technology offices is not acceptable, since you
need to be available for any phone calls and walk-ins that contact the Helpdesk. If
you're not there to address their needs, it reflects poorly on the Helpdesk and all of
Information Technology.
Helpdesk Consultants are welcome to bring homework to the Helpdesk to work on when
things are slow.
Computer games, surfing the web, writing e-mail, and chatting on AIM are also acceptable
ways to keep yourself entertained when there is nothing else to do while you are on duty
and all of your ResNet Problem Report Forms are up-to-date. Music may be listened to quietly,
but no headphones or ear buds may be used.
Helpdesk Consultants are welcome to bring personal notebook computers to the Helpdesk
during their
shifts to work on assignments or other things. If the helpdesk is busy, a Helpdesk Consultants
may need to move her personal computer aside to work on other computers.
Please do not make personal phone calls while you are on duty in the Helpdesk.
If your cell phone rings, you may certainly answer it, but please explain you are at work and
make the conversation very brief.
Helpdesk Consultants should not have personal guests in the helpdesk during their shifts,
but some exceptions can be made with the prior approval of the Helpdesk supervisor.
One example of an exception would be a visit from a parent arriving from out of town.
Be aware that Helpdesk Consultants are a very visible face of Information Technology
to not only faculty and staff, but to students and their parents. Please greet people with
a smile and a welcoming, helpful presence.
Policies for if the Helpdesk is locked:
If you are scheduled to work in the Helpdesk and Haggar College Center is not open,
please call Security. They should come and unlock
the building for you if it is not already open.
If you are scheduled to work in the Helpdesk and it is not open,
please look around for another Information Technology staff person to unlock the Helpdesk
for you. If there is not another Information Technology staff person, please contact Security.
