Contacting the Help Desk
Today there are two primary methods for contacting the Help Desk. Customers can contact the Help Desk by calling us at (718)935-5100 or by making use of our self-support function at http://servicecenter.nycenet.edu/selfsupport This link allows you to submit an incident via the web. When you call the Help Desk number (718) 935-5100, we want you to be able to navigate through our Interactive Voice Response (IVR) menu to get the service you need as quickly and efficiently as possible.
What to Expect
Once you reach a Help Desk Analyst, you can expect that you will be treated in a courteous, professional manner, and that the analyst will try to resolve your problem as quickly and efficiently as possible. The Help Desk's goal is to abide by the principles outlined within the Bill of Rights.
What the Help Desk Analyst will need to Know
The Help Desk Analyst will first ask for basic information such as the location from where you are calling and your name. The Help Desk also needs to know if you are reporting a new problem or one that has been called in on a prior occasion. You will then be asked to describe your problem in as much detail as possible. The more information about your problem you provide, the more quickly the Help Desk can diagnose and attempt to resolve the problem.
Your Name and Location
When prompted, please provide the analyst with your name and the location of the school or office you are calling from. If you have never called the Help Desk before (or are calling from this location for the first time) the analyst will need some additional information to create a client record, which is called your ‘Client ID’. Your client ID will be stored in the Help Desk Database and will be associated with any service requests that you place as a unique identifier. Please be advised that we may also reconfirm your Client ID information with you periodically to ensure that we have your most up-to-date information in our records.
Reporting Your Problem
When reporting your problem the Help Desk Analyst will need detailed information about the equipment that requires service before they can create an incident. They will need to know the following:
For your convenience, the Help Desk has provided the TOP 10 TROUBLESHOOTING TO DO's of items that users should check prior to calling the Help Desk. These will help users pinpoint the problem and help in providing our Help Desk Analysts a better idea of what actions need to be taken to document and resolve your problem.
To help you with gathering the above information to expedite the processing of your service call: we have created a PROBLEMDESCRIPTIONFORM.pdf for your convenience.
Since Serial numbers can be difficult to find, we have also created an informational GUIDE TO FINDING SERIAL NUMBERS with tips on finding serial numbers.