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You’re at your desk, and you’re having issues pulling a report for an upcoming meeting. Who are you going to call for help?

  1. Ghostbusters
  2. The ITS Service Desk
  3. Your coworker who seems tech-savvy
  4. Your boss

IMG_0529If you answered b, chances are you’ve already worked with the ITS Service Desk. You can call with technical problems, but you can also call if you have a question about how to do something in ConnectCarolina or InfoPorte.

There are several ways to submit help requests, but “Calling 962-HELP,” says Theresa Silsby, Director of the Business Systems Service Desk, “is by far the easiest and fastest way to resolve problems.”  You may notice a chat option, but Theresa doesn’t recommend using it for these types of questions since ConnectCarolina work sometimes contains sensitive information.

For tips and best practices on contacting the Service Desk, check out the points below.

  1. Screenshots are worth a million words. “Screenshots help everyone get on the same page, says Finance lead Joey Ware-Furlow, “and provide evidence if we have to pass along the ticket.”IMG_0534
  2. Paint a picture. Details help the Service Desk prepare and saves time.
  3. Be available for call backs. Especially for critical tickets, try to stay near your phone. If you get what looks like a telemarketing call, “ pick up, it could be us,” says HR/Payroll lead Rhonda Leary. That’s because return calls are routed through a phone system.
  4. Can’t Pick Up The Phone? It’s much more effective to resolve issues over the phone, so the Service Desk doesn’t have voicemail set up. If you can’t be reached, Theresa recommends emailing a better time to call back or calling 962-HELP again. That way your ticket won’t be closed after three attempts at contact.
  5. Check your junk mail. Sometimes help ticket-related emails end up in your Junk folder. Be sure to add as a safe sender, or check all folders if you’ve submitted a ticket recently.


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