Help Desk

The ITS Help Desk at New York University School of Law is designed to assist faculty, administrators, staff and students with the most effective way to help troubleshoot and resolve computer related hardware and software problems. All request for help are taken on a first come, first - serve basis. However, requests are prioritize based on nature and urgency of the situation.

The help desk staff uses state-of-the-art help desk automation software to provide improved Help Desk operations. This package enables the help desk staff to:

•	Open new help desk service request
•	Assign priorities to request
•	Route the call to the appropriate ITS staff
•	Log actions taken
•	Track the help desk service requests
•	Archive and extract all requests by requester, problem or date
•	View historical service request
•	Create a standard solution database
•	Gather details about the requester's PC configuration (Faculty, Administrators and Staff only)
•	Generate reports

To help us better serve you, when calling the help desk please be prepared to answer the following preliminary questions:

•	Whether you are, Faculty, Administrator, Staff or Student
•	Where you are located?
•	What kind of computer are you using (make, model)?
•	What is the problem (please be specific)?
•	Did you try to reboot the system? Did that resolve the problem?
•	Is there an error message? If so, what is it?
•	When did the problem occur?
•	Have there been any changes, upgrades, downloaded information or software installed on your computer lately?

The Help Desk staff will attempt to resolve all problems in a timely manner. If your problem cannot be resolved over the phone or during the initial walk-in, the help desk staff will make an appointment to troubleshoot the problem. The help desk staff work diligently to help all users in the Law School community.