ITS Help Desk

http://www.cpcc.edu/its/helpdesk

Information Technology Services (ITS) is committed to providing the College community with the highest possible quality of service through implementation, advancement, and support of technology.

ITS provides support of departmental and site-licensed applications, as well as those developed in-house.  Training and support of college wide programs, such as the e-Directory, Web Ambassador, and the Smart Classroom initiative are also provided through IT Services.

We also provide consultation services to help you determine technology solutions appropriate for your needs.  If you have any questions, please direct them to the ITS Help Desk at 704-330-5000 or via e-mail at helpdesk@cpcc.edu.

Hours

Monday - Thursday   7:30 AM - 9:30 PM
Friday                       7:30 AM - 5:00 PM
Saturday                   8:00 AM - 12:00 PM
Sunday                     Closed

CPCC offers a broad spectrum of self-service support for the various areas of the College.  Please select one of the below Knowledge Bases for support documentation and Frequently Asked Questions (FAQ):

It is important to provide the highest level of service and availability to both students and staff of the College.  Below you will find the Service Level Agreements (SLA) as well as other process documents describing the standards for service within ITS.

What to expect when contacting the Help Desk.

All ITS clients have the option to place service requests via telephone, e-mail, self service web access, or through a Lab Facilitator.

If a Help Desk Analyst is not available via telephone, the customer will have the option to hold for the next available analyst, leave a voice mail, or access the ITS Help Desk via alternative support methods such as e-mail or self service web access.

Voice mails will be responded to within thirty (30) minutes during normal business hours.  If the request is critical, it is advised that you hold for the next available Help Desk Analyst.

Requests submitted via e-mail to helpdesk@cpcc.edu will be responded to within two (2) hours if received during operation hours.

Responses to e-mail received after 7:30 PM, Monday - Thursday and 3:00 PM, Friday will be responded to by 11:00 AM the next business day.

Critical or very important requests should always be phoned into the ITS Help Desk.  Only non-critical requests shold be e-mailed.  Since other e-mail systems can sometimes be unreliable, the Help Desk cannot ensure the timely delivery of requests which are submitted from outside the College e-mail system.  E-mail service level commitments are based on the time in which the request actually reached the Help Desk.

Help Desk Contact Procedures and Service Request Guidelines

  • Recording Contact/Issue Information

    When contacting the Help Desk, you will speak with one of our friendly and knowledgable analysts who may ask a few questions to aide in providing the best service possible.

    Information generally needed consists of your full name, location (office, home, etc.), and the nature of the inquiry/problem.

    Depending on the issue(s) you are experiencing, we may ask for the make and model of your workstation, the Operating System (OS) it uses, and the computer name of the workstation.

    Note: If you do not know all of this information, the analyst assisting you will help you find it.
  • Troubleshooting the Issue

    Once the necessary information has been acquired, the analyst will proceed to inquire what issue(s) you are experiencing.  If your workstation has reported an error, it is beneficial to our troubleshooting process to know the error message that is displayed and when/where it appeared.  Analysts will work with you, applying troubleshooting steps, to resolve the issue in an efficient manner.

    Many reports of issues to the Help Desk are resolved during this step.
  • Log Request into the Case Management System

    At times, the service requested requires that a technician be assigned to your service request.

    When this occurs, your request for service will be entered into our case management system (Footprints) and forwarded to the appropriate technician.  Technicians utilize this system to respond to service requests in an effective and efficient manner.  The analyst assisting you at the time of your call to the Help Desk will inquire when a convenient time is for a technician to contact you.

    After your service request has been entered into the case management system, you will be provided with a service request number.  This is used to quickly reference your request for service.
  • Escalation/Service Level Agreement (SLA)

    Information Technology Services does their best to process/resolve service requests as quickly as possible.  In some cases, however, not all requests are able to be resolved in the same day that they are reported.  Expect a technician to contact you regarding your request within two (2) business days.  If a technician is unable to resolve the issue to your satisfaction, he/she may escalate the request to an appropriate supervisor.  This ensures that all requests to the Help Desk are processed and resolved to your satisfaction.

    All logged service requests are assigned a priority (urgency) based on the following aspects:

            - The amount of productivity lost
            - The number of clients affected
            - The overall business impact to the issue(s)

    Priorities also have time allotments assigned to them to show an estimated time of resolution:

            - Critical - to be resolved within eight (8) business hours
            - High - to be resolved within two (2) business days
            - Medium - to be resolved within five (5) business days
            - Low - to be resolved within ten (10) business days

    Dispatching a Technician

    If the nature of a request pertains to hardware breaks/fixes, special software installation or certain troubleshooting steps, a field technician will be dispatched.

    The Help Desk analyst responsible for the service request will contact the field technician and collect information on a plan of action, estimated time or arrival, and an estimated time of completion.  This information will be entered into the service request and the client will be provided with an update on the gathered information via the case management system.

    Once dispatched, the field technician will attempt to resolve the issue on-site.  An additional visit to the site may be necessary if hardware or required access is not available at the time of the initial visit.  The field technician will continue to update the client with any additional information pertinent to the service request.

    Escalating a Request

    Analysts will escalate service requests to an on-site staff member, second level support, and/or additional individuals if needed.  Service requests are escalated in the event that analyst responsible for the service request is unable to resolve the issue(s) or when the request is not being resolved within its SLA due date set by the assigned priority level.
  • Updates/Closure/Surveys

    Whenever updates are provided to an existing service request, the analyst who receives the information will update the original service request so that all other assignees can keep track of progress being made.  Updates being sent out to the client are delivered via e-mail to the client who submitted the request for service through the case management system.

    Cases will be closed after the request has been completed.  Analysts will close the request and verify that the solution provided is to the client's satisfaction.

    The case management system will also randomly distribute surveys to clients so that quality of service can be monitored.

    A follow up e-mail will be generated when the service request is closed which will include a linnk to a completed survery submitted by the client.

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.