This page contains many frequently asked questions that will be useful to you. Please take a moment to examine these. The answer you seek may already be listed here. If not, please feel free to contact the Customer Care Team.

• FAQ - Software Installation
• Who is on the DNR IT Customer Care Team?
• When do I need contact the Customer Care Team?
• I'm calling in a computer/printer/phone problem for a VIP. What must I do to make sure this is handled quickly?
• My computer has a problem. What do I do?
• How do I describe or define the problem I'm experiencing?
• My telephone or voice mail has a problem. What do I do?
• Our network is down. What do I do?
• I got married and I need to have my name changed in Groupwise. What do I do?
• Who are the division Superusers?
• How do I use the Service Desk?
• When do I call the Consolidated Service Desk?
• During what hours can I reach a Consolidated Service Desk analyst?
• What are some tips to keep in mind when I call the Service Desk?
• What is an Escalation Manager? And when do I ask for an Escalation Manager?
• What is a Service Request (SR) Number?
• What is an Incident (IN) Number?
• When do I use the Service Catalog (OrderNow!) to submit an order or service request?
• Do I use the Service Catalog to get a computer and software for a new employee?
• Will the Consolidated Service Desk analyst be able to reset my network password?
• What kinds of problems can I expect the Consolidated Service Desk analysts (Level 1 support) to be able to resolve?
• What happens when the Consolidated Service Desk analyst cannot resolve my problem?
• What kind of support can I expect from Technicians (Level 1.5 support)?
• What are the working hours for the Consolidated Service Desk technicians (Level 1.5 support)?
• How will I know when my problem ticket has been closed? What do I do if the issue is not completely resolved?