OLLU
Help Desk
The OLLU Help Desk is the primary point of contact for instructional and communication technologies at Our Lady of the Lake University. The Help Desk provides general computer technology hardware and software support for all OLLU students, faculty and staff.
The Help Desk assists in the use of e-mail, world wide web (www), operating systems, word processing, network connections, disk recovery, file translation and virus eradication. The goal of the OLLU Help Desk is to provide timely resolution on all technology-related issues, and provide first-class support for educational technology initiatives at OLLU.
Help Desk Summer hours of operation
Monday thru Friday 8:00 AM-6:00 PM
Saturday thru Sunday 8:00 AM-5:00 PM
Help Desk Location
The OLLU Help Desk is located in Main 241.
Help Desk Contact information
(210) 434-6711
Ext. 2523
OLLU Help Desk Remote Assistance
In an effort to improve technical support and troubleshooting for OLLU students, staff and faculty, the OLLU Help Desk can provide remote assistance. OLLU Remote Assist allows Help Desk analysts immediate access to a client workstation, so problems can be investigated and resolved much faster.
The process for using Remote Assist is easy:
1. Call the Help Desk and describe the technical issue. Help Desk will generate a ticket, and try to resolve the issue over the phone.
2. If the issue appears to be the type that can be resolved using Remote Assist, the Help Desk will ask the client to go the the following URL.
http://www.gotoassist.com/ph/ollu
3. The Help Desk analyst will provide you with a unique code to enter in the pop-up box when prompted.
From this point, the Help Desk analyst will be able to see and (if you allow) manipulate your computer workstation as required to solve the problem. Once the problem has been resolved, the analyst will terminate the remote assist session, and close the ticket.
OLLU Help Desk Support Tools
Self Service Help Desk
In addition to being able to receive assistance via walk-in or phone contact with the Help Desk, users can also log their own Help Desk issues via Help Desk Online at any time of the day or night. Issues created online will automatically geneate a Help Desk ticket and ticket number. Help Desk analysts will receive the on-line ticket and take action to resolve the issue as quickly as possible.
When using the Self-Service Help Desk, use the "Login as guest" icon and then "Create a new Request"
Self Service Knowledge Base 
Also available via Help Desk Online is the OLLU Knowledgebase. The Knowledgebase is intended to help both OLLU analysts and clients resolve many issues or problems that are either technical or application oriented. The Knowledgebase is key-word searchable, making it easy to find answers to specific questions related to software, network, hardware and other technology-related issues.
Links:
