Service is changing at the Technology Help Desk

Posted on: November 27, 2013 | By: Ryan Gay | Filed under: Tech Tips

At the beginning of November, the Technology Help Desk implemented a new process for servicing user help requests received by telephone. These changes are designed to streamline processes between the user, the Help Desk, and university technicians. Ultimately, these changes will allow the Technology Help Desk to more effectively assist users, troubleshoot, and resolve problems.

When you call…

You might be used to calling the Technology Help Desk, describing your issue to a Help Desk Associate, and receiving either first-tier resolution or having a work order created for further assistance from a technician. Now, Technology Help Desk Associates will take further steps to ensure the accurate documentation of escalated technology issues. Please be advised that this new procedure takes slightly longer than you might be accustomed to when contacting the Technology Help Desk. Don’t worry—if you are pressed for time, just let the associate know.

Here are some of the new steps we are taking:

  • Verifying information – In order to ensure accuracy, you may expect Help Desk Associates to repeat information back to you. Information may include location, specific troubleshooting steps taken, and the exact issues at hand.
  • Providing an incident number – You will continue to receive notifications via email to confirm your work order. However, if you’re not pressed for time, a Help Desk Associate will provide the incident number over the phone once the work order has been submitted to our ticketing system.

Preparation is key…

If you are calling the Technology Help Desk to report a problem, there are a few steps you can take to help expedite the troubleshooting process. By providing the following information, our associates will be able to quickly and more accurately diagnose your problem.

  • Before calling to report a problem, make sure to reboot or power off and on the equipment you are experiencing issues with.
  • Have you already called in an issue? Providing us with the incident number you received will allow us to expedite assistance.
  • If you are calling to report a problem with a university-owned computer, make sure to have your AV number ready. This is a 5-digit number located on a black Campus Technology Support sticker on the device.
  • If you are calling to report a problem with a Ricoh machine, make sure to have the EID number handy.  You may find this 8-digit number above the bar code on an Ikon support sticker affixed to the machine.

With these changes, you’ll be able to receive quicker, more efficient service from the Technology Help Desk. If you have questions, feel free to contact the Technology Help Desk at 278-5200.

Flickr image by user John Jacobi

Ryan Gay

Ryan Gay

Ryan is the Manager of Service Management & IT Project Lead for Instructional & Campus Technologies. He has received both undergraduate and graduate degrees in English from UNC-Greensboro.

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