Desktop Support

http://www.cpcc.edu/its/faculty-staff

The Desktop Support team works primarily with the Help Desk to resolve and address any issues that require physical support from an Analyst. All CPCC owned Desktop machines, including monitors, are fully supported by the Help Desk.

Features

The Desktop Support Team shall then address requests in a timely manner. The following are examples of requests that the Desktop Support team will address:

  • Hardware failure
  • New Office/Computer assignment request
  • Installation of Technology Equipment

Hours

The Help Desk will be available to assist with any requests pertaining to Desktop Support during the following Hours of operation:

Monday – Thursday

7:30 AM - 9:30 PM


Phone

704-330-5000

Friday

7:30 AM - 5:00 PM


Fax

704-330-5475

Saturday

8:00 AM - 12:00 PM


E-mail

helpdesk@cpcc.edu

Sunday

Closed


 

 

Not all Hardware on-campus is fully supported by the Desktop team. Support falls within two categories as defined below:

Fully Supported:

This is all CPCC Equipment that is deployed to Employee offices or work areas. The Desktop team shall image, configure, troubleshoot, and replace any defective parts under warranty.

Partially supported:

CPCC Equipment not on the recommendations page.  Any equipment that does not follow the Standards Set out by ITS cannot be guaranteed full support. The extent of support provided shall be partial and non-extensive.

The table below shows an estimate for the amount of time for a request to be completed:

Request Type

Targeted Time to closure

Assistance with Hardware Installation

Up to 2 weeks

Request for assistance with Hardware

5 days or less

IT equipment move request

Up to 2 weeks

Alert history is not available for this service.

Problems with this service should be reported to the ITS Help Desk. You can contact us by email at helpdesk@cpcc.edu or by calling 704.330.5000 during our normal operating hours.

Upon receipt of your report we will create a record in our tracking system and a tracking number will be provided, either over the phone or via automated email response, that you may use to identify this issue in any subsequent communications.