Computer Repair- Faculty and Staff

When you call the Help Desk your call will either be resolved during the phone call or logged for the appropriate technician. We use software called Heat to log calls. Your user name, extension, building, room number and problem description will be recorded. This information is then passed on to the technician that will be handling your call. The technician will respond to the call based on the priority level.
See Service Level Agreement

Why is it important to call the Help Desk rather than the technician directly?
We understand that you might know the technicians. It is extremely important, however, for you to call the Help Desk directly.
a. This allows us to log, track and report issues properly.
b. All calls must be entered into the Heat database. The technicians have to enter information for all of the calls that they receive and this takes valuable time away from repairs.
c. The nature of the technician´s job is to be out in offices around campus. You direct call to the technician might not be received in a timely manner.
d. Sickness, family emergencies, vacations, training and conferences happen. The Help Desk is able to assign calls according to which technician is on campus.

Last Modified: Thursday, July 26, 2007 9:01