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Help Desk Information CenterThe Help Desk Information Center resides under the umbrella of Information Technology (IT) Customer Service. The Help Desk aspires to be proficient in its mission to collect, research, track, solve and report on internal and external customers’ technology-related problems and requests at Jackson State University (JSU). The Help Desk is staffed by full-time staff and work study students. The Web-based Help Desk Information Center is accessible 24/7 to JSU faculty, staff and students via Webtasks, the online IT Request Center. Webtasks allows end users access to enter online service requests and to check the progress of their existing service requests anytime, anywhere. The Webtasks system also contains a self-service feature that allows JSU users to look up solutions in a knowledge base. This feature gives customers the capability and tools to solve problems on their own. The Help Desk Information Center is a proactive service provider to customers around the clock. The goal of the Help Desk is to provide prompt response to virtually any type of request for help. In general, these requests fit into the following categories: • Service Requests Service Requests include requests for assistance with computers, phones, fax machines, voicemail, e-mail and Internet service, as well as requests for help with Net ID and JSU P.A.W.S. issues. • Problem Resolution Requests Problem resolution requests include requests for technical support for resolution to software and hardware problems and issues. • Information Requests Information requests include requests for point of contact (POC) information, and/or general inquiries about the University community. Please visit the Information Management Resources page for other services and helpful links. The Help Desk is committed to providing consistent, courteous and efficient customer service to the JSU user community. Please contact us. Ms. Webster Bartee
Revised 12/10/2008 |