Student Computing Support Center: Laptop Program: Current Participants: Service Process

Laptop Program > Current Participants > Service Process

Service Process
When a student calls the IMT Support Desk to request on-site technical assistance, a work order is created. This work order consists of the student's name and contact information, such as living area and phone number, as well a problem description. Upon completion of the work order, it is assigned to Student Services.

All work orders are handled in the order received. Technicians are available for on-site assistance on a daily basis; available times vary by living area. If IMT is unable to reach a student on the first attempt, a postcard or note will be left on the door requesting that the student call with hours of availability. If a return phone call is not received within 72 hours of leaving a note, IMT will either call or stop by again.

In some cases, a work order will be assigned to a specific manager or technician who has expertise in the area in which assistance is required.

If the technician determines that a laptop requires service directly from the manufacturer, the student will be issued a loaner laptop (if one was not issued when the laptop was submitted for repair). It is difficult to anticipate return dates for laptops submitted for direct manufacturer repair since turnaround is dependent on the problem at hand. When laptops return from repair, a technician assesses the state of the computer and contacts the owner with information on returning the loaner laptop.