How to Get Help

General Information

In order to make sure that all requests for assistance receive appropriate attention, we ask that all such requests be processed through the Help Desk for entry into our request tracking system.  When you make a request, you will receive a Work Order number; for best results, please record that number and be prepared to quote it if you make a follow-up call about that problem or request.

Reporting Problems

Please report all problems to the ITS Help Desk by one of the following methods:

• By telephone to extension 4300
• By email to lisd@syr.edu

In either case, please be prepared to supply the following information:

• Your name
• Your department
• Your location
• Your telephone number
• Whether your department’s technology associate has attempted to fix the problem, and if so what was tried that didn’t help
• A detailed description of the problem or request, including (as appropriate)
• What machine is giving the problem
• What account was logged into that machine
• What programs you had open at the time
• What program gave you the error or problem
• The last command / mouse click / keystrokes you used immediately before the problem happened
• If there was an error message, the exact text of that message
• When the problem occurred
• Is it affecting only one person, or are several users experiencing the same problem

The detailed information will help us to solve the problem or complete the request.

Tips:

• Do consult your department’s Technology Associate first.
• Do record the texts of error messages and be prepared to tell us what they said; that’s one of the best ways you can speed up corrective action.
• Do be patient with us as we ask seemingly unrelated questions; these will help us to isolate possible causes and solutions for your problem.

• Please don’t call or email individual ITS staff directly – if they happen to be away, the response to your request would be delayed.