End User IT Services
Focusing on traditional desktop services such as hardware and software installations, support, computer accessories and electronic communication services, this category encompasses services designed to meet your individual needs
Communication Services
Calendaring Services and Support
Working with the Microsoft Outlook calendaring application, this service provides scheduling capabilities for a variety of resources including colleagues, labs, conference rooms, and assets.
E-Mail Accounts
Distribution Lists
By segmenting e-mail recipients into logical categories, ESS assists customers with the creation of distribution lists allowing for one mail to be received by all intended parties.
E-Mail Management
This is a comprehensive e-mail service which includes obtaining and setting up e-mail applications, fighting viruses and spam, managing and controlling shared e-mail accounts, and group inboxes. This service aids with mailing lists, calendaring, storage, and additional options of desktop programs.
Generic Mailboxes
Generic mailboxes are used to receive and monitor incoming e-mail communications related to projects, departments, or other business purposes.
Web Based
ESS offers services such as SharePoint, Network Drives, and File Dropbox Services.
File Drop Services
In response to the needs of our customers, File Drop Services provides a convenient way to send large files to business partners. This service has been recently upgraded providing more functionality as well as a new “Illinois State” look and feel.
Network Drives
This service provides convenient access to files from desktop computers, as well as monitoring network file servers and configuring hardware/software of networks in order to store files. Network drives offer shared space for departments to store and access business-related information.
Webmail (OWA)
ESS offers Outlook Web App for customers' electronic webmail service.
SharePoint
Microsoft Office SharePoint is a web-based tool designed for a wide array of functions. SharePoint technologies focus on improving an organization’s efficiency, communication, and productivity. Popular uses for SharePoint include sharing documents, calendars, and other data between users in different locations. SharePoint can also serve as a collaboration tool for teams, projects, or departments on any scale. With an extensive variety of features, SharePoint is sure to deliver on your business or academic needs.
Customer Services
Checkout Program
As a customer service, ESS has a fully stocked Checkout Program available to all of our customers. Feel free to checkout items such as laptops, projectors, and wireless cards for your business needs. This service also provides delivery, setup, and pick up for your convenience.
Human Resources IT Services
Exiting Employees
ESS will work with departing customers ensuring that IT equipment is secure.
Illness Employees
ESS will work with departments to ensure that all IT resources are accessible to department and customer in the event of an Illness.
New Employees
ESS will work with new employees ensuring IT resources and access to business critical systems.
Office Move Requests
ESS will work with customers as they move locations. This service includes labeling, boxing and set up for all IT equipment.
Terminated Employees
ESS will work with departments to ensure that all IT resources are accessible to the department and secured.
Hardware LifeCyle Management
Computer Accessories
ESS will assist you with the selection, purchase and installation of your computer accessory needs. ESS staff is knowledgeable of a variety of computer accessories for your convenience. Popular accessories include headsets, keyboards, mice and LCD cleaning kits.
Desktop (Tower) Computers
- Installations and Replacements
ESS staff will work with customers to install new computers as needed, as well as schedule and installation of replacements.
- Warranty Administration
This service involves the tracking, monitoring, and, when necessary, enforcing of all warranty agreements for hardware purchases. ESS will work with vendors to ensure that warrantied equipment is replaced when needed.
Laptop Computers
- Installations and Replacements
ESS staff will work with customers to install new laptops as needed, as well as schedule and installation of replacements.
- Warranty Administration
This service involves the tracking, monitoring, and, when necessary, enforcing of all warranty agreements for hardware purchases. ESS will work with vendors to ensure that warrantied equipment is replaced when needed.
Peripherals
- Fax Machine Installs and Support
ESS will assist in the selection, purchase, installation and support for our customers fax machine needs.
- Monitor Installs and Support
ESS provides monitor selection, purchase, and installation and support services at your convenience.
- Plotter Installs and Support
ESS will assist in the selection, purchase, installation, and support for our customers’ plotter needs. Plotters are used for printing graphs, pictures, and other types of graphic images.
- Printer Installs and Support
ESS will assist in the selection, purchase, installation, and support for our customers’ printer needs. ESS works with desktop and network printers.
- Scanner Installs and Support
ESS provides scanner selection, procurement, installation, and support services at your convenience.
- Specialty Equipment Support
ESS offers maintenance and support services for other types of equipment, such as projectors, Bod Pods, and video cameras.
PDAs, Slates, and Handhelds
- Blackberry Services and Support
ESS works with Blackberry customers on campus ensuring access to e-mail, calendars, address books, tasks and notes.
- iPad Services and Support
ESS is staffed with knowledgeable technicians to help support your iPad needs. Technicians assist in ensuring network, applications, mail, syncing, and other features are operating accordingly.
- PDAs, Slates, Handhelds
Personal Data Assistants (PDAs), Slates, and Handhelds are all supported by skilled ESS technicians. Staff can work with you in the selection, set up, and administration of your mobile device.
Software
Essential Illinois State Software
ESS provides our customers with a collection of applications to meet their business needs, as well as protecting against viruses, sending and receiving e-mails and exchanging files. Standard applications are Microsoft Office 2007 Suite, McAfee Virus Scan, Adobe Acrobat Reader, QuickTime, Windows Media Player, and CD/DVD Browsing Software.
Software Management
- Software Installation
On-site, remote, and packaged software installation services are offered.
- Software Requests
Our technicians respond and manage service requests from customers. By working with you, we can confidently select the software and applications to meet your business needs. Our skilled team provides on-site software installation as well as management of applications and upgrades.
- Software Upgrades
A part of our software lifecysle service, ESS will continually monitor applications for upgrades and newer versions.
Performance Management
Help Desks
- Enterprise Service Desk (ESD)
ESS offers a fully staffed Enterprise Service Desk (ESD) to support all Enterprise Systems. Enterprise Systems currently supported by the ESD include iPeople (PeopleSoft) and the Budget Management Resource System (BMRS).
- Enterprise Systems Support Help Desk (ESS Help Desk)
ESS offers a fully staffed Enterprise Systems Support help desk offering assistance with diagnosing, troubleshooting and resolving IT-related issues.
- IT Operations Center
ESS offers a fully staffed IT Operations Center to assist with all your print production and mainframe needs.
Environment
Active Directory Administration
A directory service used to automatically organize, manage, secure, and distribute information and resources at the network level. Active Directory is a directory service provided by Microsoft and serves as a central part of the Windows Server architecture. Here at Illinois State, Active Directory is hosted by CISS; however, ESS is happy to control and manage this service for our customers.
Backup and Recovery for Desktops/Laptops
Performing a variety of regular safety measures, ESS can provide backup and recovery services for your protection.
Cable Management
ESS technicians will provide an on-site consultation of your workspace to ensure that all your IT equipment cables are up-to-date and organized.
Group Policy
A Microsoft product, group policy provides control over the working environment of your user accounts and computer accounts. This service provides customers with protection from computer security risks.
Patch Management
Patch management is a service designed to fix problems or updates to a computer program and supporting data. This service also addresses security vulnerability and bugs, focusing on improving performance of computers. This involves acquiring, testing, and installing patches appropriately.
Security Compliance
Ensuring the safety of your computing environment, ESS adheres to all policies and guidance promotion, security awareness, firewalls, and best practices for customers.
Specialty
Apple Support
Recognizing the diverse needs on campus, ESS is staffed with knowledgeable technicians to provide services and support to Apple users at Illinois State.
PCI Compliance
ESS provides adheres to the set of specific security standards developed for all monetary transactions conducted utilizing computer systems. Payment Card Industry Data Security Standards (PCI)
Staff Connect Services and Support
Working with IT partners across campus, ESS provides technical services and support to all Staff Connect computers and printers. This service includes the installation and maintenance of hardware and software for Staff Connect machines and printers.
Requesting Services
If you are interested in obtaining more information regarding our services, please call (309) 438-1818 and speak to one of our knowledgeable technicians.
Recent Blog Posts
How to Turn Off Pop-Up Blockers
One of the most frequent questions we get from our customers here at the Enterprise Service Desk is how to view our paychecks in iPeople. For a lot of people, simply clicking on the paycheck date doesn’t do anything and the same can be said for other ISU websites when their browser tries to open [...]
Smartphone Updates
They’re a few reasons why updating your smartphone devices regularly is important. Updates renew security features as well as provide bug fixes. You should check for a new version of software about every 1-2 months. Below are commonly used devices as well as update information: IPad/IPhone: To upgrade your iPhone, iPad, or iPod touch, connect [...]
