Starting on Monday, December 13, 2010, the Brandman IT Service Desk will be available by calling 949-341-9801 or toll-free 855-553-3007 or by emailing BUServiceDesk@brandman.edu. There will also be a link on MyWindow to LiveTime, the new service desk software where you can enter your own issues, and track them to see what progress has been made. That link is http://brandman.livetime.com/. Use your normal Brandman username and password to log in. There is context-sensitive help and a tutorial to follow to help you with this system.
SCHEDULE:
Brandman IT Service Desk Hours of Operation: (all times Pacific Time Zone)
Sunday 11:00 a.m. to 8:00 p.m.
Monday – Thursday 8:00 a.m. to 9:00 p.m.
Friday 8:00 a.m. to 7:00 p.m.
Saturday 10:00 a.m. to 7:00 p.m.
Student One Stop Hours of Operation
Monday – Thursday 8:00 a.m. to 6:00 p.m.
Friday 8:00 a.m. to 5:00 p.m.
Blackboard Support Hours of Operation
Monday – Friday 8:00 a.m. to 5:00 p.m.
For calls outside of these times, you can call and leave a message with your name, phone number, and the best time to call, and a Service Desk Technician will return your call as soon as possible or at your convenience.
You can also email your request and a service request will be automatically generated and a Service Desk Technician will contact you as soon as possible.
Who to Call
The following matrix is designed to help direct you to the correct resource for assistance. But don’t worry, if you don’t know who to call, just call the Brandman IT Service Desk and we will direct you to the right person.
Problem | - - - - - - - - - - Tier 0 and Tier 1 by Customer Type - - - - - - - - - - - - - - - | ||
Student | Faculty | Staff | |
Log-in problem/Password | OneStop or BU Service Desk | OneStop or BU Service Desk | BU Service Desk |
Account Management | OneStop or BU Service Desk | OneStop or BU Service Desk | BU Service Desk |
BiTech | N/A | N/A | BU Service Desk |
Cyborg | N/A | N/A | BU Service Desk |
Blackboard Login/Access | BU Service Desk | BU Service Desk | N/A |
Blackboard Navigation/Content | BU Blackboard Support | BU Blackboard Support | N/A |
eCollege | BU Blackboard Support | BU Blackboard Support | eCollege |
Wimba | BU Service Desk | BU Service Desk | BU Service Desk |
WebAdvisor | OneStop | One Stop or BU Service Desk | BU Service Desk |
DataTel | N/A | BU Service Desk | BU Service Desk |
Informer | BU Service Desk | BU Service Desk | BU Service Desk |
ImageNow | BU Service Desk | BU Service Desk | BU Service Desk |
Email Problems | BU Service Desk | BU Service Desk | BU Service Desk |
MyWindow | BU Service Desk | BU Service Desk | BU Service Desk |
Computer Equipment | BU Service Desk | BU Service Desk | BU Service Desk |
Desktop software issue | N/A | BU Service Desk | BU Service Desk |
Network Connectivity | BU Service Desk | BU Service Desk | BU Service Desk |
Website | BU Service Desk | BU Service Desk | BU Service Desk |
Copiers | Local Campus Admin | Local Campus Admin | BU Service Desk |
Telephone issue | BU Service Desk | BU Service Desk | BU Service Desk |
Portable Electronics* | BU Service Desk | BU Service Desk | BU Service Desk |
Facility Issue | Local Campus Admin | Local Campus Admin | |
Security/Safety Issue | Local Campus Admin | Local Campus Admin | |
Fire/Emergency Medical | 911 | 911 | 911 |
Student Registration | OneStop | OneStop | N/A |
Student Academic | OneStop | OneStop | N/A |
BU Service Desk | from 949 area code | 949-341-9801 | |
from Irvine campus | x4001 | ||
from outside 949 area code | 855-553-3007 (toll free) | ||
Student One Stop | 877-770-8111 (toll free) | ||
BU Blackboard Support | Students | 866-696-2999 (toll free) | |
Faculty: | |||
Education/Wimba | 949-341-9877 | ||
Arts & Sciences | 949-341-9869 | ||
Bus & Prof Studies | 949-341-9846 | ||
Nursing/Health Prof | 949-341-9847 | ||
* Portable Electronics | While we cannot provide direct support for smart phones, smart pads, etc., we can provide connection information for receiving Brandman email on your portable device. | ||
