The IT Service Center provides technical support services over the phone or by accessing the user’s PC remotely. If the problem cannot be solved over the phone or by remote access, staff members will visit your office to fix the problem. You can dial 02-880-8282 and you’ll be connected with the staff of the IT Service Center. The IT Service Center is open from 8 am to 9 pm on weekdays, and from 9 am to 1 pm on Saturdays. The Office of Information Systems and Technology operates a hotline exclusively for foreigners (☎880-2121).
The following is a transcript of an actual telephone conversation that took place when a student dialed 02-880-2121.
Staff person: 네.
Student: Hello? I’m a student in the College of Law. I want to rent a school laptop computer, but I don’t know how. Could you help me?
Staff person: Ok. Students can rent a school laptop computer. Could you please tell me your student ID number?
Student: It’s 2008-12XXX.
Staff person: Ok. Your name is XXX. Is that correct?
Student: Yes.
Staff person: You can go to Building 102 Room 205. In that room, there’s a staff member who can speak English. He will help you. If he is not in, you can contact me.
Student: Alright. For how long can I rent the laptop?
Staff person: You can decide on the period.
Student: Can I rent it for free?
Staff person: No. You can rent some models for 4000 won a day. Other models can be borrowed for 6000 won a day. You can pay by credit card or wire transfer.
Student: How about cash?
Staff person: Sorry, but you can’t pay by cash.
Student: Okay. Thank you for your help.
Staff person: You’re welcome. Bye^^
The staff member who answered the phone was very enthusiastic and helpful. When the student asked the question slowly, she understood and also conveyed the information in English.
The IT Service Center has stationed a foreign student on the 2nd floor of the University Computer Center in order to help IT service users from other countries. You can also post your questions about IT services online in English as the Office of Information Systems and Technology manages a site in order to aid foreign members of the SNU community who are having IT-related troubles. The Office of Information Systems and Technology accumulated questions that foreign users have frequently asked and divided them into six categories (portal, mail, network, software, and security), then posted them on FAQ. Furthermore, a new Q&A board has been established. First, visit ucc.snu.ac.kr. Click on ENGLISH, which is at the center of the top of the main page. Then, click on HELP DESK in the upper right-hand corner. The FAQ and Q&A sections can also be reached through the English mysnu homepage (http://my.snu.ac.kr/eng/main/main.jsp). Your questions will be answered promptly, but you might want to check the FAQ section first. This site also provides you with news about IT services and notices about recent changes.
Now foreign users can get answers to IT service-related questions online and they don’t have to use the phone or visit the office in person. The IT service-related complaints and suggestions received through the Q&A board will be considered upon policy revisions undertaken to improve IT service in the future.
Earlier this year, the Office of Information Systems and Technology made IT service usage instruction leaflets in English. Now, by operating the English FAQ and Q&A board, they are looking forward to helping foreign users even more.
The IT Service Center is eager to receive foreign users’ opinions and to make SNU IT-friendly for foreigners. Please feel free to contact the IT Service Center if you experience any inconveniences while using SNU’s IT services.
Written by JANG Hyo Jeong, SNU English Editor, fatalbonds@snu.ac.kr ?
Reviewed by Eli Park Sorensen, SNU Professor of Liberal Studies
Proofread by Brett Johnson, SNU English Editor