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!