Email is by far the most preferred method of reporting a problem and requesting help. Include your documentation for the problem within the email. If you are not using your student email account, list your full name, student number and username. If receiving email is problematic, please include a contact telephone number. When emailing is not an option, try calling the helpdesk either in person or by phone. Please note: all desktop support calls are by scheduled appointment.
| Email: | help@scis.ecu.edu.au |
|---|---|
| Telephone: | +618 9370 6699 (ML) |
| +618 6304 5299 (for Joondalup related calls) | |
| Location: | Mount Lawley Building 13 Room 210 |
| Joondalup Building 19 Room 129a |
| Campus | Teaching Week | Day | Open | Close |
|---|---|---|---|---|
| Mount Lawley | Yes |
Monday - Thursday Friday |
8.30 am 8.30 am |
4.45 pm 4.00 pm |
| Joondalup | Yes | Monday, Wednesday and Thursday | 8.30 am | 4.45 pm |
Before seeking help, please try to diagnose the problem first. After all, we are computer science (or near enough) students and this is a great opportunity to put some of your studies to practice. Try checking the latest SCIS Support news page at http://www.scis.ecu.edu.au/current/ for reported outages. If you can't connect to the web page, chances are the problem is either isolated to your computer or a network issue.
If the problem involves a particular piece of software, try looking at the vendor's web site to see if it's a known issue. If an error message has been generated, perform web searches on those keywords. Most of the larger vendors offer fully searchable support databases. If you have just installed some software and your computer's performance is slow and unreliable un-install the application.
If you have tried the above trouble-shooting techniques and are still having issues now is the time to start documenting the problem. Try to record the steps to replicate the problem. Make sure that the computer has been freshly booted before documenting. Include any error codes and helpful screen shots. Also list any changes that may have been made recently to your computer. You are now ready to contact the SCIS Helpdesk.
The School provides its own IT helpdesk for both staff and students. In addition to the School's IT support, the University operates a helpdesk. You should only need to contact the University IT Helpdesk (9370 6000, help@ecu.edu.au) in regards to problems with SIMO, student email and communications type problems like extranet and modem connections. The SCIS Helpdesk handles most other IT related issues.