The Computing HelpDesk will accomplish this by:

• Serving as a single contact point in the Department of Information Technology (IT) for computing problems, inquires, information and requests from the JMU community of students, faculty, staff and affiliates.
• Responding to or triaging computing problems and inquries to determine which area of Information Technology (or other areas of JMU if known) can best provide the resolution or service needed.
• Logging every contact to the HelpDesk in Remedy’s Action Request software, allowing technical staff to record and review problems and inquiries.
• Communicating answers to frequently asked questions.
• Identifying recurring problems or trends for process or system improvements and new educational opportunities.
• Serving as the customer's advocate for seeking and communicating ideas and suggestions for improving the delivery of technology services