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Use Self-Service Technologies to Get IT Support Quickly

IT Help Desk and RebelCard Services offer do-it-yourself solutions that customers can use to fix common technology problems.

OIT News  |  Jan 18, 2022  |  By Nicole Johnson
Person typing on a laptop computer

Customers can take advantage of a variety of self-service options offered by the IT Help Desk and RebelCard Services, including joining a virtual line or making an appointment for in-person support. (Rakitha Perera/UNLV OIT)

The first week of the semester is one of the busiest times for the IT Help Desk, where agents field between 2,500 to 3,000 service requests. As the spring semester approaches, the IT Help Desk wants you to know about self-service options you can use to troubleshoot issues yourself.

According to Laura Gardner,  IT Help Desk supervisor, the majority of requests the help desk gets are password related, but she assures users that they can reset their ACE password on their own.

“If you forgot your ACE password, you can reset it yourself without calling or visiting the IT Help Desk for assistance,” she said. “All you do is visit ace.unlv.edu, click the forgot password link, and follow the steps.” 

People may be hesitant to use these alternative services because they may not be familiar with them or forgot they are available, especially during a hectic time like the first few days of school.

“With so many applications and accounts that have different passwords these days, it is easy to forget one every once in a while,” said Gardner. “When it is an emergency, people often pick what they think is the fastest way for immediate help - calling, emailing, or dropping by the desk - but it is quicker to change your ACE password yourself.”

Other self-service options that customers may not know about include the virtual line and appointment service, which was launched by the IT Help Desk when it suspended walk-in support during the pandemic. Customers download the QLess mobile application and set up a time to get in-person support. They can also text a specified number or use the QLess website to join the virtual line. 

RebelCard Services offers the same QLess service for people to join the line or make an appointment to get their campus ID card or personalized support. Customers can also add cash to their card or visit the RebelCard website for more online services.

Christina Mosakowski, RebelCard Services senior program manager, says new students were encouraged to submit their photo online to help minimize long lines during the first week of school.

“It is pretty easy to submit a photo online,” said Mosakowski. “Once a student added their photo to the system, we printed their RebelCard ahead of time. They either scheduled an appointment to pick up their card or we mailed it to them before the start of the semester.”

RebelCard Services also hosted a special event on Jan. 14 for new students who used the online photo service but were unable to get their card prior to this week, allowing them to get their RebelCard without joining the virtual line or scheduling an appointment.

Giving customers the option to troubleshoot their own technology questions provides an added convenience of quick results many are seeking. Gardner and Mosakowski both said that they are constantly looking for ways to improve the customer experience and hope to introduce more self-service technologies in the future.