The Helpdesk is located within the ITS Department and was established to help the users at Texas A&M University at Qatar (TAMUQ) resolve all types of technical problems. If you are having a technical problem and need help, please email us at helpdesk@qatar.tamu.edu or call us at 4230009. Remember to put as much information as possible in the ticket (office number, phone number, full description of the problem, type of printer, etc). The Helpdesk hours are Sunday - Thursday, 7:00 a.m. - 5:00 p.m.
When you have a technical problem:
- Send an email to helpdesk@qatar.tamu.edu. This opens a Helpdesk ticket that is numbered and tracked in the Helpdesk System.
- You will receive a notification that your request has been received and a Helpdesk representative will visit you shortly.
- The Helpdesk Representative will come and investigate the problem and solve it if possible. If the Representative is unable to solve the problem, they will add documentation to your ticket as to the steps they took to try and resolve it and then assign the ticket to someone else in ITS who can solve it.
- After the problem has been resolved, the ticket will be closed and closing comments sent to you. The closing comments will include the resolution to the problem you faced. If the problem reoccurs, you can simply reply to the closing comments and this will reopen the ticket.
- You are likely to receive a survey that is randomly sent to end users after a ticket has been closed. We strongly encourage you to fill out the survey since we use its results to measure end user satisfaction from the helpdesk experience. Your feedback is very important because it is one way that helps us refine and improve our services.
How To's
How to's are created and maintained by the Helpdesk personnel and are detailed instructions for the end users on how to perform a particular task. Please email the ITS Helpdesk if you have any suggestions for new topics.
FAQ's
FAQ's are short, quick, ready reference tools for the end user. In this section you will find answers to commonly asked computer related questions as well as questions about services offered by ITS. Please email the Helpdesk if you have any suggestions for new topics.
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