Last week, Information Resources Management (IRM) began providing the University community with online and telephone computing support 24 hours a day, 7 days a week, 365 days a year. IRM has contracted with Presidium Learning to provide first-tier phone support to deal with such common problems such as login issues or resetting passwords. If the issue cannot be resolved or is complex, IRM staff will handle it.
In conjunction with this change, IRM has implemented new software to make it quicker and easier to get help online. Users can now search an online knowledge base at www.fau.edu/helpdesk for detailed information.
If the information doesn't help, users can submit a helpdesk ticket by selecting the Request Support tab and clicking on Submit a Ticket.
Contacting the Help Desk
Call ext. 7-3999 (on campus)
or (561) 297-3999 (off-campus)
or (866) 885-8325 (outside area code)
Visitors will need to login to the system using their FAU e-mail addresses (the full address with the @fau.edu, as in firstname.lastname@example.org). All users' initial passwords will be their first names. Users should change their passwords after logging in the first time (available under the "My Profile" link).
Note that to ask for computing help or otherwise contact the helpdesk, you will no longer send an e-mail to email@example.com. Instead, visit the helpdesk website.
The phone number for helpdesk support will remain the same (ext. 7-3999 from on campus or (561) 297-3999 off-campus). A toll-free number for users outside our calling area has been added. The number is (866) 885-8325.