To aid us in helping you, please try the following before calling the Help Desk:

1. Reboot your machine and try again. After rebooting, see if you can replicate the problem. Even computers can get confused at times.

2. Write down the exact wording of any error messages.

3. Have information regarding your computer and software handy. When calling the Help Desk with a problem, please make sure to have the following information about your computer and software ready.

• Type and model of computer (e.g. Dell Optiplex desktop, Dell Lattitude laptop)
• Operating system version (e.g. Windows 98, Windows XP)
• Serial number of machine

4. Let us know if anything on your computer has changed. Answers to questions like these may help us locate the source of the problem faster.

• Has any new software/hardware been installed/removed?
• Has the computer been out for repair?
• Has anyone been over to fix any other computer-related problem?
  

Information Needed When Placing a Call

When you contact the Help Desk, the person answering your call will attempt to solve your problem with you while you are on the phone. If they are unable to do so, they will route your call to the appropriate staff member or have a technical specialist call you back.

There are several pieces of necessary information that we will need to solve your problem and/or verify that your problem is routed to the appropriate person.

Whenever possible, callers should be in front of the equipment when contacting the Help Desk.

We ask that you provide the following information when placing a Help Desk call:

• Your first and last name.
• Your District and Department
• The location of the problem.
• Your phone number or alternate means of contact.
• The type of equipment with the problem (printer, scanner, monitor, etc…) and its model.
• A clear and specific description of the problem or request. Include the exact wording of any error messages.
• The version, if any, of the software program in which you are experiencing difficulty with.

Depending on the nature of the problem, you may be asked a series of additional questions. You also may be asked if you are able to check connections, power off/on devices and gather additional information. Detailed information provided by the user will expedite the problem resolution process.