Contacting the Help Desk
Call the help desk directly at 1.866.614.5004 (toll free) or 585-343-0055 ext 6227 for any technical question. The staff there is able to forward your call to the appropriate person for your problem. That way you don't need to remember who to call for what question. Once your call has been logged with our state of the art tracking software, we can find out the status of your request fast.
The Help Desk will not answer questions about usernames and passwords by email; you must call the Help Desk to resolve login problems. If you are in a position where you absolutely cannot call the Help Desk, send an email to firstname.lastname@example.org describing your situation and what you need assistance with.
If you have a non-critical request that can be handled the next business day, you can send us email at email@example.com (for students) or firstname.lastname@example.org (for employees).
However, we are not able to guarantee solutions to any hardware or installed software problems related to home computers. We will provide guidance and we have some extensive FAQs on problems you may encounter but we cannot guarantee to solve all problems.
Students in the Batavia can come to T207, the Open Computer Lab, between 8 am and 4 pm, Monday thru Friday, for assistance with technical problems. The lab is open after 4 pm, Monday through Thursday nights and on Saturdays; the student assistants on duty can assist with many problems or help you contact the Help Desk.
24 x 7 Service
The help desk phone and the email is available 24 hours a day, seven days a week for Level One requests (i.e. username and password issues) or emergencies (i.e. to report a system down) that cannot wait until the next business day. That service can be reached at 1.866.614.5004 (toll free) or (585) 343-0055 ext. 6227.