Service Request form: http://www.snc.edu/service
Help Desk system: http://www.snc.edu/help (see below for details)
Phone: 920-403-HELP (4357)*
Location: Mulva Library main service desk
Hours: The Help Desk is open most of the hours that the Mulva Library is open. See the Lab Hours page for details. Note that the Help Desk is not staffed during the College’s Sacred Hour, Wednesdays 10-11:00 a.m.
*We do our best to always have someone answer the Help Desk phone, but sometimes you may have to leave a message. Your call or message will be promptly entered into the Help Desk system, where it will be answered by the next available Tech Support staff member or redirected to the appropriate staff member as needed.
All calls for computer support/assistance should be directed to the Help Desk, rather than to individual staff members. Contacting the Help Desk is the quickest way to get a response, and helps make sure your request doesn’t fall through the cracks. Please report all problems to the Help Desk. We can’t fix things if we don’t know that they’re broken!
The Help Desk System
We use an online problem tracking system called FootPrints. All computer problems, questions, and work/repair requests are entered into this system, where their status is updated as work progresses, and the resolution of the issue is recorded. This system has many benefits, including the ability to:
- Submit requests/questions via e-mail to email@example.com or online via the Help Desk system at http://www.snc.edu/help or http://www.snc.edu/service
- Track your requests to follow their progress and resolution
- Look up answers to common questions in the “Knowledge Base”
- See “Global Issues” currently affecting other users
- Receive e-mail notification from the system when your issues are updated (messages come from “SNC Help Desk”)
How to report a problem
- Please be as specific as possible with the information you report – it will help us solve your problem faster.
- If your computer displayed any error messages, please write them down so that you can tell us exactly what they said.
- Tell us what you were doing when the problem occurred (e.g., saving a file in Word 2007, shutting down the computer, etc.).
- Tell us what you’ve tried so far to solve the problem (e.g., restarting your computer, turning a printer off & back on, etc.).
- If you’re not worried about losing unsaved data, try restarting your computer. Restarting fixes many computer problems. (If you are worried about losing anything, do not restart unless told to do so by the Help Desk staff.)
- Call the Help Desk and relay the above information. Depending upon the type of problem, Help Desk personnel may also want to know:
- If this is a recurring or a new problem. If recurring, when did it start?
- If anything has changed recently on your computer (e.g., newly installed software).
- What operating system you use (Windows XP, Windows 7, Mac OS 10.6, etc.).
This information helps us to diagnose and resolve your problems, getting you back on track more quickly.