In the spring, we told you about the new direction we’re charting for our Help Desk and OIT support. We’ve got an update for the fall semester. 
 
Over the summer, we spent considerable time evaluating our Help Desk model, including the levels and quality of support in our new arrangement with third-party partners. For the first time, we were providing 24/7 support, but did it meet our standards? 
 
Ultimately, we decided things weren’t where we’d like them to be. In July, we brought phone and email support back to Student Ambassadors at the Help Desk.  
Illustration of computer monitor with "Open" displayed on screen.

Adjusted Hours

We’re sticking with that model for the fall semester. When you call, email or walk in to the Help Desk, you’ll be speaking with one of our Student Ambassadors or a User Services staff member. 
 
While we aren’t staffed currently to continue 24/7 support, we do want to make sure we’re meeting the needs of students and faculty with evening or online classes. 
 
As such, we’re expanding our availability to include additional evening hours. 
 

Email & Phone Support

You can get help with tech needs by calling 512-448-8443, emailing support@stedwards.edu or submitting a case in our online Support Center right here at support.stedwards.edu. (Please note: If you’re having trouble with your account, we’ll need you to call or visit the Help Desk so we can verify your identity.) 
 
For the fall semester, the hours for phone and email support are: 
 
Monday-Friday: 8 a.m.-8 p.m.
Saturday: 9 a.m.-noon

 
Any calls or emails that come in outside of these hours will be returned the following business day. 
 

Walk-In Support

For hardware issues or more complex problems (or if you’re in the neighborhood), you can stop by the Help Desk in Moody 309. 
 
For the fall semester, our walk-in support hours mirror those for email and phone support: 
 
Monday-Friday: 8 a.m.-8 p.m.
Saturday: 9 a.m.-noon

 

What’s Next

You may have noticed we keep emphasizing “fall semester.” That’s intentional. Throughout the semester, we will monitor support levels and overall case volume to ensure we’re meeting the university’s needs. 
 
As we look toward the spring semester, we’ll make any changes necessary to maintain quality — and timely — support. That may mean we stick with this same model, or it may mean we find a new partner to help. 
 

We Want to Hear From You





We can and do crunch numbers when it comes to measuring the effectiveness of the support we provide. But what’s most important to us? Hearing directly from you, our community. 
 
As we evaluate what our model will look like going forward, we need your feedback more than ever. Tell us about your experience: what you like, what you don’t like and what else you may need. 

There are three main ways to do that: 
  1. Leave feedback on your case. Whenever we resolve a support case you’ve submitted, you should receive an email asking you to rate your satisfaction and give us feedback on your experience. Even a single short sentence helps us gauge how we’re doing. 
  2. Submit a new case. Have more general comments not related to a particular issue? You can submit a new case online at support.stedwards.edu or by email to support@stedwards.edu. Our staff will review it like any other pressing tech problem. 
  3. Rate and review support articles (including this one).  At the bottom of every article on support.stedwards.edu, you have the option to tell us whether the content was helpful. All we ask is that if you give an article the thumbs-down, you tell us why it didn’t help so we can fix it.  
Please get in touch, even if it’s only to tell us what’s not working. Support isn’t a transaction; it’s a conversation, and one we want to have with you.