Service Desk

Owned by Collin Brittle
Last updated: Dec 16, 2024 by Mark Hogstrom
2 min read

The EULM Staff Technology Service Desk ('service desk') operates Monday-Friday, 8a-5p to provide technology support to EULM staff. The service desk is located in Suite 208 of the Robert W. Woodruff Library, and Service Desk Technicians ('technicians') can be reached in-person or by phone at (404) 727-8888. Alternatively, emails received to 78888@emory.edu automatically generate incident tickets in ServiceNow assigned to the service desk. Technicians provide Tier 1 support and escalate incidents to to the Technology Support and Training team as necessary. The service desk also houses a lending program, provides limited event support, and conducts regular maintenance checks of EULM staff spaces.

Lending Program

The service desk offers a lending program to EULM staff, providing temporary loans of the following technology peripherals and devices:

  • HDMI cables

  • USB/C-to-USB/A dongles

  • USB/C-to-HDMI dongles

  • Laptops

  • Meeting Owl

  • Full-size mobile videoconferencing cart

Equipment loans can be requested by contacting the service desk via the methods noted in the section above.

Event Support

The service desk provides ‘kickoff support’ for events hosted by EULM staff in EULM staff spaces. Requests for support must be submitted via the EULM Event Support Request form five business days in advance of the event date and is contingent upon the presence of an event facilitator, at least fifteen minutes in advance of the event start time. Technicians are not available to monitor events in their entirety, but the service desk can be reached via 7-8888 if needed at any point after the event start time.

Room Checks

Technicians perform regular preventive maintenance checks of the technology in EULM staff spaces. The room check procedure was designed to simulate common use-cases such that technicians are well-positioned to discover disruptive issues with in-room technology before they impact customers.