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HelpDesk

 

IT Help Desk

Student Technology and the Helpdesk at Worcester State University                                                                   

 

Welcome to Worcester State University!  At Worcester State, computers and the internet play an important role in your academic and social activities.   Listed below is a partial list of the many technology resources available at the College. 

For information on any of the items listed below (including detailed reference guides on each item), visit the Information Technologies’ website at http://it.worcester.edu.  
 

     • WSU Network Username/Password 
     • Community System 
     • Computer Repair
     • Laptop Purchase
     • Software Purchase
     • Joining the Domain

     • Open Lab Availability
     • Network Data Storage
     • Printing and your WSU OneCard ID
     • WebAdvisor
     • Multimedia Classroom Status

 

The IT Helpdesk is committed to ensuring the right person addresses each issue in a timely and appropriate manner.  In order to achieve this we have put in place several processes


 

Example:

 

1    Customer contacts the Helpdesk using one of the methods below.  This will generate an automated email, with a unique ticket number, once the information is entered into the tracking system.  The provided tracking number allows a customer to contact the helpdesk and quickly receive updated status reports on their issue.


·         Via the Web Support Form http://it.worcester.edu > Click on “It HelpDesk Support Request” link from the Quick Launch bar > then follow the directions to complete and submit the form.


·         Via phone – 508.929.8856 – The Helpdesk is staffed from 8:30am to 4:00pm Monday-Friday.  Students staff the helpdesk during evening hours, as available. 


·         In Person – we are located in the LRC room 310.  The Helpdesk is staffed from 8:15am to 4:00pm Monday-Friday.  Students staff the helpdesk during evening hours, as available.  We are unable to take in computers for repair or loan equipment after 4pm unless prior arrangements have been made.


·         Off-Hours Support - Telephone, email and online chat is available after 4:00pm, M-F, holidays and weekends.  See http://it.worcester.edu > Click on “Contact Us” link from the Quick Launch bar for specific information.

Now that the ticket is open, the issue will be assigned to the next available technician with the expertise to resolve the issue.  In some cases the customer may be re-contacted if more information is needed. 

 

      Once the issue has been resolved, the customer will receive an email message.  The email message provides important information especially in cases where the issue has not been satisfactorily resolved.  The customer can then re-contact the helpdesk, referring to the ticket number.  Using this method, we will quickly have available all the up-to-date information on the issue, including what was done and who worked on it.


The use of the tracking system has dramatically reduced ‘lost’ calls and helped to streamline the work-flow process.  This is particularly helpful as we typically open 150+ calls per day and have a limited number of technicians available. 

 

We look forward to assisting you with All your IT related questions and/or issues!

 

 

Related Links

 
  Calendar
  Bookstore
  IT Help Desk
  OneCard
  Succeed in 4
  Student Handbook
  Title IX Equality & Safety
DataBridge © WSU, 486 Chandler Street, Worcester, MA 01602
Phone: 508-929-8000
Campus Life