The New River Help Desk centralizes and prioritizes requests for assistance and they provide extended support for evening courses. You can reach our Help Desk and the rest of the IT staff by calling 304-929-6725 or emailing firstname.lastname@example.org. When you email that address we create a Trouble Ticket and assign it to a technician who will assist you as soon as possible. You can also now contact the Help Desk using Blackboard IM for instant messaging support (click the school tab, then the Computer Help Desk).
Physically located on the Beckley campus, the Help Desk can be reached via phone (304-929-6725), email (general questions = email@example.com and technical questions = firstname.lastname@example.org), or by walking in if you are in the Beckley area. The Help Desk also works closely with staff who are deployed at each of our campus locations to provide the best customer support to the entire College community. So please contact your local campus IT support person or the Help Desk for assistance (see the Help Desk Schedule (Spring 2015) to identify each campus support person as well as the overall College schedule). The Summer Schedule for the Help Desk is also now available.
Requesting Help Desk Support
While the Help Desk staff tries to provide immediate service, you should be reasonable and expect that with a small staff we will sometimes need to prioritize the many requests that we receive causing a 1-3 day response time, or even longer for issues that are not urgent. We are working to provide extended technical support for evening classes and our Helpdesk Schedule provides information about who is on duty throughout the week. The online Help Desk Trouble Ticket System (IssueTrak) enables us to document your requests and communicate more easily with you throughout resolution.
Frequently Asked Questions
1. How do I create a Help Desk ticket?
Send an email to email@example.com with a description of your issue and some indication of how soon it must be resolved.
2. How will I know when a ticket is assigned to me?
You will receive an email messsage from firstname.lastname@example.org with a description of the issue, a ticket number, and a priority for how quickly you must complete it.
3. Who needs to login to the Help Desk system (IssueTrak)?
Only IT staff and student workers need to login to the Help Desk system (helpdesk.newriver.edu) but it is available to everyone at New River. The credentials used for accessing the Help Desk are the same as for the Active Directory (email). Logging in to the system provides you with access to the online Knowledge Base of prior issues and resolutions.
4. How do I update a ticket with information about what I've done to resolve the issue?
You login to the Help Desk system and Add Notes to your ticket.
5. How do I close a ticket after I've completed the task?
You login to the system, and choose Close Ticket. To help expand the Knowledge Base, before you close the ticket be sure to include a description of what you've done to resolve the issue. Your ticket won't automatically be added to the knowledge base but Eric will choose the one's to add.