What Happens to Your Work Order
When ever someone contacts the Help Desk a work order is generated in our Online Help Desk software TrackIT. When the work order is resolved you will be notified by email the resolution. In some cases when you have contacted us at the Help Desk counter or called in and we have resolved your problem while speaking with you, you may not be emailed the resolution.

When you have submitted an online work order through TrackIT, the resolution will be emailed to you. If the technician needs more information, you will be emailed or called and asked for the information. Be sure to check your college email account for the resolution or more correspondence.

Work orders that are submitted online are assigned to the appropriate department according to the type assigned in the work order. In cases where the incorrect problem type has been assigned, it will be changed and reassigned to the correct department.

Work orders are resolved according to the priority assigned to it. The technicians respond accordingly.

What are support levels?
The Help Desk is designed to offer Level 1 support to all our customers. We have developed solutions to the most common questions and our Help Desk assistants will be able to resolve your question or give you a solution to test. In most cases this takes between 5-15 minutes on the phone or in our office. If the Help Desk assistant determines that your question or problem is more complex, they will upgrade your call to a Level 2 and assign your work order to the appropriate technician in the appropriate department. The Help Desk assistants may not leave the Help Desk counter to assist you. If you need help in a lab or office and we can not assist you over the phone, the Help Desk assistant will assign your work order to a technician.