OIT Help Desk

What Happens When You Call the Help Desk?

The Initial Call to the Help Desk

  1. Your call enters the "queue" until a Help Desk Analyst is available to assist you.
  2. An Analyst verifies your personal information and if necessary updates the information in our problem tracking and ticketing system. The required information is name, phone number, location, E-mail address, department and title.
  3. You are then asked about the nature of your problem or question, and if necessary the Analyst collects more data by asking a series of questions.
  4. The Help Desk Analyst will assist you immediately if possible and the service request will be documented and closed. If they are not able to assist you immediately, they will send the question or problem to the appropriate area for resolution. The Analyst will give you a “ticket number” for referencing the problem later.

What happens to my question/problem after I call the Help Desk and a ticket is created?

  1. The department that the ticket is assigned to will assign a technician to resolve the problem. You are notified via E-mail that the ticket has been assigned to an individual. If the ticket is transferred to another department, you will also be notified via E-mail of this change.
  2. If the question/problem requires a technician to visit your office, the technician will contact you to establish a time to meet. If the question/problem does not require someone to visit your office, the technician will work toward resolving the problem and contact you via phone or E-mail with any questions they may have.
  3. Once the problem is resolved the technician will update the ticket with information regarding the steps they took toward resolution. They will then close the ticket. You will be notified via E-mail when this happens and will be asked to fill out a survey rating the service you were provided.