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ITS Help Desk: The phones are ringing but we will call you back! Promise!

Article ID: 347
Last updated: 10 Oct, 2016

ITS Help Desk: The phones are ringing and ringing but we will call you back! Promise!

The ITS Help Desk gets a lot of phone calls to 972-3933 and a lot of emails to onlinehelp@astate.edu. On February 29, there were 233 phone calls and emails received! Sometimes issues take time to resolve so we may have staff on the phone for a little while.

 

At times, it will be impossible for a human to answer your call and you are sent to the Help Desk’s voicemail. Please be aware that you WILL receive a phone call back as soon as possible. The Help Desk does a great job on returning every phone call and responding to every email we receive. We get to the calls and emails in the order they were received. By the end of the day, we are normally completely caught up on our calls and emails.

 

Here are some tips that may help:

 

Be sure you leave a voicemail for the Help Desk. Don’t hang up!

If you leave us a voicemail, we will call you back.

If you don’t leave a voicemail, we can’t call you back.

So, leave us a voicemail! :)

 

You can call us anytime.

We now have a 24 x 7 Help Desk. This means that at 2:00 a.m. when you wake up in a panic because you forgot to start that paper, someone will answer to help with technology issues! So, please call if you need help.

 

You can always send an email.

Email us at onlinehelp@astate.edu. We answer emails 24 X 7, too!

Our number 1 problem: Password Issues. *You* can fix this problem…you don’t even need us for this!

Please remember to go to the myCampus login page at http://mycampus.astate.edu and click on Reset your password. This will fix the problem if your password is expired, locked (try after 30 minutes of being locked out), or you just plain forgot it.

 

Help Desk Improvements:

We are making some changes so calls and emails can be answered faster! Stay tuned.

 

Thank you!

pending update 10/6/16bw

Article ID: 347
Last updated: 10 Oct, 2016
Revision: 2
Views: 3202
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