AE computer services offers the following services:
A help desk operates during the business hours of 8 a.m. to 5 p.m., Monday through Friday, to respond to questions and/or problems related to the use of desktop computers. This serves as a single point of contact for problem resolution and assistance with general computing questions related to software, hardware, operating systems, printers, and peripheral devices, as well as coordinated escalation to appropriate experts. As many of the business units often operate outside of normal business hours, off-hours support is also available through escelation to the Computer Services manager.
Customers contact AE computer services with questions or to report problems. The staff attempts to triage all service requests to determine if they can be resolved immediately. Providing an immediate solution is not always possible, however, due to the nature of the problem or if all technicians are busy providing service to other customers requiring higher priority attention. In this event, requests are placed in a queue and resolved in order of priority, or will be escalated with advanced or specialized expertise. Emergency requests are generally expedited as required to appropriately respond to the emergency.
As new hardware comes out and new software versions become available, AE computer services uses experience and knowledge of available campus services to work with the departments and business units to assist in finding the right fit.
Business needs change. So does technology. AE computer services routinely works with the departments and business units to make sure that their technology needs are not only being met for today's needs but for future needs as well.