OIT » Policy » Service Level Guidelines

HelpDesk

The HelpDesk serves as the primary point of contact for all Information Technology related inquiries, problem notifications and support requests. The HelpDesk staff provide basic troubleshooting while also prioritizing and assigning requests to IT staff members.

Emailing the HelpDesk

You may email the HelpDesk at helpdesk@clarkson.edu. All emails will result in the generation of a support request ticket, which will be reviewed by HelpDesk staff and either resolved or delegated to the appropriate IT staff member.

Calling the HelpDesk

You can reach the HelpDesk via phone by calling (315) 268-6700 (or x6700 from on-campus). The HelpDesk is staffed from 8:00am to 4:30pm, Monday-Friday. During these hours HelpDesk staff will attempt to answer technical support calls over the phone. If the support call is not resolved within 5 minutes, a case will be opened and a staff member will be assigned to the case. You will receive an email containing your case number and any information available regarding the issue.

Visiting the HelpDesk

The HelpDesk is located in the center core of Graham Hall and is staffed from 8:00am to 4:30pm, Monday-Friday. When you visit the HelpDesk, a technician will wait on you as soon as possible. Your wait time will vary based upon the number of phone calls and available staff and the order in which requests are received.

-- JoshuaFiske - 25 Jan 2011