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The ITS Help Desk installs equipment and provides technical support
for hardware, software, networks and cabling throughout the college.
We answer questions on a wide spectrum of topics ranging from mainframes
to desktop computers; IBM compatibles to Apple Macintosh’s; and
on-campus local-area-networks (LANs) to the Internet. The Help Desk
will assist users in resolving their computing problems, or when
appropriate, serve as a liaison to other organizations or campus
resources such as CUNY Computing, BC Network Management, and BC
SIMS.
Help Desk Procedures: Calling for Help
Contact the ITS Help Desk - x4188; e-mail: helpdesk@brooklyn.cuny.edu
- Report problems to x4188, via e-mail or interoffice mail. You
will be assigned a Case Number for the problem you are having.
Please refer to this number should you need to contact the Help
Desk subsequently regarding the problem.
- Be specific. If your screen shows an error message, print it
or write it down exactly as it reads. It is critical that we get
an accurate description. Try to note what you were doing on the
PC just before the error. If it is intermittent, note any error
patterns.
- If you are not going to be available, please assign someone
to meet the technician: leave your password, office keys, etc.
accessible. Help us keep in touch with you by providing your telephone
number.
- Get the name of the technician and Help Desk Receptionist who
handled your call. Note the technician’s name for later reference.
- Every work request must be called in and logged by our Receptionist.
Do not interrupt a technician who is on a call with a new, unreported
problem. While he/she may be able to take a quick look, the technician
is usually on a tight schedule and must complete the scheduled
calls for that day
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