OU Help Desk
Kresge Library, Room 202
100 Library Drive
Rochester, MI 48309-4479
(map)
(248) 370-4357 (HELP)
Fax: (248) 370-4863
helpdesk@oakland.edu
Office Hours: M-F 8:00am - 5:00pm

Classroom support hours:
csits@oakland.edu
Monday-Thursday 7:30 a.m. - 8 p.m.
Friday 7:30 a.m. - 6 p.m.
Saturday 8 a.m. - 5 p.m.
(248) 370-2461

Mission

The mission of the Help Desk is to provide Oakland University faculty, staff, and 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 Helpdesk is committed to the values of:
  • Customer service
  • Mutual respect and trust
  • Teamwork
  • Professional ethics
  • Education and development
The 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 Helpdesk 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 Helpdesk 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 Help Desk will provide services which complement the Technology Support Client 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 in resolving any query, so enabling our contacts to find what they need for themselves in the future, and to spread this knowledge among their fellow colleagues. 

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