Support Information

Getting Help from the Desktop Support Team

When a problem arises, faculty and staff should call the C&IT Help Desk at 313-577-HELP (4357) to report a problem. The Desktop Support Team will attempt to solve a majority of problems (not including special circumstances such as classroom outages and teaching related problems) via the telephone. For severe and/or unusual problems MSIS will assign a service representative who will be responsible for administering the service and for keeping the user informed about progress on a daily basis.

Remote Desktop Support

There are some workstations that do not have the SoM Workstation Management Software installed, or the system is on a network segment protected by a firewall.  The remote desktop software will allow a technician to connect to your system remotely and assist you with your computer problem.

To open a remote assistance session, select your computer operating system and follow the steps below:

Windows Operating System Step 1. Download the zipped file MSIS QuickConnect to your computer. Step 2. Right click on file and choose Extract All. Step 3. Choose the desktop or downloads directory to extract files to.     Step 4. Open unzipped folder MSISTV.exe Step 5. Double Click on the MSISTV Application Step 6. Provide the MSIS Technician Your ID from the "QuickSupport" dialog box to start a remote support session. After the session is complete, The MSIS Technician will disconnect the session.

Macintosh Operating System Step 1: Click here the MSIS QuickConnect to your computer. Step 2: Open zip file. Step 3: Double click TeamViewer QuickSupport. Step 4: Provide the MSIS Technician Your ID from the "MSIS QuickSupport" dialog box to start a remote support session.After the session is complete, The MSIS Technician will disconnect the session.

HelpDesk Service Priorities & Escalation Procedure

Urgent priority calls are ones that relate to systemic problems: the network, classroom computers, and lab computer setups for scheduled classes. These problems will be resolved as quickly as possible. High priority calls relate to problems that either prevent or hinder the accomplishment of a time-sensitive job or keep the individual from performing any task on the computer. The goal of MSIS is to resolve all high priority calls related to a supported computer within 60 minutes. All other problems will be resolved on a "best efforts" basis and the concerned party will be updated on the progress of the service. Although the service representative assigned to the task may have to escalate the service request to group within MSIS to handle network or custom application issues related to the service call, the representative will continue to update the requester of the status of the service call, and will be the point of contact between the parties involved in completing the service.

Supported Hardware

Full Support: Full support includes installation, configuration and troubleshooting of software and/or hardware products. Full support is offered for WSU owned hardware that is still in warranty and supported by the vendor/manufacturer, and compatible with University systems.

Minimum hardware specifications

Limited Support: Computers that meet the following criteria will receive limited support. This level of support is offered on a "Best Effort" basis and we cannot guarantee the full functionality of the software. This type of support may require an hourly fee.

• Non-standard consumer brands or models.
• Computer models older than 5 years old.

*** MSIS provides no support for Windows XP Service Pack 3 or earlier Microsoft Operating Systems. Microsoft ended XP support on April 8, 2014 and no longer provide updates or security patches. Therefore PC's that require the Windows XP must be operated without network connectivity.