CLA Service Desk
Our Service Desk is the hub of our support offerings for CLA. We have both experienced CLA technicians and some great students on hand to take care of your needs. Based on the issue and your preference, the Service Desk can help you over the phone, fix problems remotely, send out a tech for an immediate on-site fix, or schedule an appointment with your CLA-OIT Technology Administrator.
CLA faculty, staff, and graduate students
What We Do
- Listen, understand, and document your needs and requests.
- Provide immediate fixes when possible.
- Act as first point of contact for all support needs. See General Support and Consulting service.
- Answer your call with experienced professional and student staff.
- If necessary or desired, connect you with the appropriate follow up support staff and experts.
What We Don't Do
- Know all the answers—but we'll try to find them.
- Guarantee a personal response from a specific tech.
What You Need to Do
- Call us for urgent issues.
- Call or email for any other issue.
Standard Support Hours
Monday–Friday, 8:00 a.m.–4:30 p.m.
Also by appointment.
Response Times During Standard Support Hours
- If you call the Service Desk (4-4357), expect an immediate response, or within 10 minutes if all the lines are busy. If you wish to leave a message, we'll call you back within 30 minutes.
- If you need immediate on-site help, we'll have someone to you within 5 to 30 minutes.
- If you email us (firstname.lastname@example.org), we'll respond within 4 hours.
- If you want the technician or fellow assigned to your department, we'll schedule an appointment ASAP or at your convenience.
- Voicemail and email messages received in the evenings and weekends are casually monitored by staff for emergency issues affecting critical systems, but all requests will be addressed when the Service Desk reopens.
- We strive to resolve issues as soon as possible, preferably with same-day service.
- In some cases, a resolution will take longer. However, no request for support will sit without an update of some kind for more than 5 business days. See specific service descriptions for more details.
CLA Service Desk
Call: 612-624-4357 (4-HELP)