The Helpdesk repair policy is to respond to a logged repair ticket within 24 hours. We may not be able to fix it in 24 hours, but we will get back with you and try to troubleshoot the problem or give you an idea of a timeframe when you can expect resolution.
Believe it or not if you happen to run into an IT employee somewhere and tell that person about your problem - a repair ticket may not get logged. If a call is not logged, we cannot track the repair, or even be sure the right people were informed.
To ensure that you will get the service you need and
deserve, please contact the helpdesk for every computer problem, every time.
Remember, when you call, we will need some basic system and location information to expedite the repair:
- Your name
- Your email address
- Your extension or
phone number
- What department you work for
- Your office location or the location of the equipment
- Type of equipment that is having the problem
(computer, monitor, printer, etc.)-Model of computer (Compaq Deskpro, Powermac G4, Compaq Armada 110 laptop, Macintosh iBook laptop, etc.)
- MCCCD property tag# of
the equipment ( this is a six digit number on either a metallic silver or a plastic yellow tag somewhere on the unit)
- A detailed description of the problems
Please don't just say "it's broken." Describe what you were trying to do and at what point the problems occurred. This helps in the initial stage of properly troubleshooting the call.
Here is the actual procedure:
- When you first
call the helpdesk, the phone is answered by a first level technician. This technician will gather all the information listed above and try to assist you over the phone for
about 15 minutes.
- After 15 minutes, the first level technician will escalate the call to a second level technician. This technician will come to your office (or wherever the
problem equipment is on campus) and attempt basic repairs. This technician will attempt to fix the problem for about 15 to 20 minutes.
- If they can't fix it in that time, a
call is logged and it gets escalated to a level 3 technician who will have to do any "in-depth" diagnosis and repair.
For more in-depth information on the Helpdesk services which are available to you, please visit our website at:
http://www.mc.maricopa.edu/its/helpdesk/
