Contacting ITS

From ITS Wiki

With a new year upon us, I thought it would a good time to remind everyone of the best ways to contact ITS when you have a questions or an issue. Please note that, whenever possible, entering your own Helpdesk “call” online (Method #1) is the fastest, most reliable method of contacting the entire department because it does not rely on a person being at the front desk.

REQUESTING TECHNOLOGY ASSISTANCE FROM ITS

1. ITS suggests that the primary method you use to contact us (unless the problem is that you have no internet service) is to enter an online helpdesk call. You can access the online Help Desk at http://helpdesk.centre.edu. Your online entry will automatically be added to our Helpdesk database which is checked regularly by ITS staff. This online Helpdesk is monitored by ITS from various locations on and off campus. This is the MOST effective method of sharing your request with the ITS department.

2. Another method you may use to contact us is to email the Help Desk at helpdesk@centre.edu This method of contact is not as efficient as entering your own online call because it relies on the presence of a person (those emails are directed to the Inbox of the Technology Support Coordinator). Emailing the Helpdesk is not the same as entering an online Helpdesk call (see #1). Your requests will not be read until the Technology Support Coordinator is in the office and accesses email. Most times the information is then copied and pasted into the Helpdesk. If you don’t want to wait on someone to access email then move it to the online Helpdesk remember you “eliminate the middle man” by entering your own Helpdesk call, whenever possible.

3. Users can also report problems to the ITS department by telephone - ext. 5575. Placing such a call does not guarantee that a technician is available to resolve a problem immediately. This process only provides an alternative method for entering a call into the Help Desk database. Voicemails will be processed when the office manager, or someone working in their place, is on campus. Please realize during the summer this could mean your voicemail may not be processed immediately.

4. When you drop by to see us, we will do our very best to accommodate your needs. Please understand that we may have to ask you to leave your computer with us or schedule a time for you to meet with a staff member.

5. If you have an emergency we understand that you may try a variety of these methods in order to find someone to assist you.