What is the Helpdesk?

Training Services and Helpdesk have combined to offer customer-oriented training services and telephone support for many computer hardware and software issues. Our telephone staff undergoes constant training on the use of, and problems connected with, many varieties of supported software and hardware on our campus. We will do our best to solve your technology problems right over the phone. If we cannot solve your problems, a problem ticket will be created and assigned to a technician specializing in the appropriate field.

Helpdesk Procedures

Users may contact the Helpdesk via telephone, voice mail, e-mail, or in person at any time including after hours. Such service calls will be automatically queued and handled in the sequence of their occurrence. The Helpdesk is the primary point of contact for requesting all computing and networking related services.

• The Helpdesk staff will attempt to resolve a reported problem first. Only when a resolution is failed, then the problem is escalated to the staff of the Desktop Support Service.
• The Helpdesk is responsible for assigning each unresolved service call ticket to a Desktop Support Service group and for logging and tracking of each assignment.
• The assignee of each service call ticket will inform the user through phone or e-mail of the status of the problem resolution.
• Any user attempting to seek computing and/or networking assistance directly from a Desktop Support staff person will be directed to contact the Helpdesk.