Requesting Technology Assistance

From time to time students will require assistance with issues concerning the College’s network environment or technology. There are several ways to request help:

• Campus community members can visit the ITS Helpdesk in Higgins Hall, next door to Old Centre, for assistance. It may be necessary to leave your computer and power supply. All issues are addressed in the order they are received and repair can take several days to complete. For laptop or tablet device systems, you must bring the power supply for us to serve you best.
• ITS suggest that the primary method one employs for non-emergency issues is to enter a helpdesk ticket by emailing helpdesk@centre.edu. The message will automatically create a helpdesk ticket and add it to the ITS database, which is checked regularly by ITS staff.
• Users can also report problems to the ITS department by telephone – 859-238-5575. Placing a call does not guarantee that a technician is available to resolve a problem immediately. This process only provides an alternate method for entering a call into the database. You may be asked to bring your computer and power supply to the ITS offices or to enter an online ticket, depending on the nature of the issue. If your call is not answered, please leave a voicemail with all pertinent information; this automatically creates a helpdesk ticket. 

To ensure a prompt response when opening a ticket, include as much information as possible. If you receive an error, try to copy the information or provide a screen shot if possible. If you are using a lab machine, please indicate, to the best of your ability, which machine should be checked for a problem/issue. The more information you can provide, the faster ITS will be able to provide a solution.