It is strongly preferred that the primary user of the unit having a problem calls the IT Service Desk at 831-6440 personally. This is to provide both the user and the IT Service Desk with the best chance at resolving the problem without having to send a technician. It is exceedingly difficult to troubleshoot an issue with a second or third party attempting to translate the problem from another source. You may also email your request to: firstname.lastname@example.org
While attempting to troubleshoot the problem, the IT Service Desk may ask the user to reboot their PC. Many errors users encounter are minor, temporary and easily resolved with a simple reboot. User compliance with this measure is critical in ensuring that problems not requiring the presence of a PC technician are filtered out.
To expedite the Work Request process, the user must have the following information when calling in a request:
- An EPCC E-mail Address (the work request number for their request is e-mailed to that address.)
- First/Last Name
- EPCC Phone Number
- Room Number
- EPCC Tag number for the unit affected
- Unit Type / Model (for Warranty Purposes)
- A detailed description of the problem
Once this information is input by the IT Service Desk, the request will be assigned to the technician on duty at that campus. Some campuses have more than one technician assigned and the work requests will be distributed evenly between them. Multiple requests (up to five requests) in the same room will be assigned to one technician, with other incoming requests being distributed to the other technicians.
Also, you can place a work request yourself via Manage Engine, our tracking system, by visiting: https://servicedesk.epcc.edu/