About Faculty/Staff Helpdesk

Get Computer Help 24/7!

E-X-P-A-N-D-E-D Helpdesk Hours - 24 Hours a day, 7 days a week (yes, that means holidays and weekends, too).

The Helpdesk number has not changed!  Call ext. 4606 (866-264-1546 from Off-Campus).

What you CAN expect:

• A competent and well trained Helpdesk staff
• Fewer calls going to voicemail
• Shorter “time to answer”
• A service that can handle 75-90% of the calls immediately and will escalate the remaining calls to specialized OIT staff promptly.
• Resolution of the calls that typically involve password, login, network or internet connectivity, basic email, Datatel, desktop application questions and similar issues.
• An always-available point of contact to notify if you believe there is a significant system failure (who in turn will contact the appropriate OIT staff to address urgent problems immediately).
• Flexible staffing – we will increase staff numbers at peak times of the year to handle extra call volumes.

What NOT to expect:

The 24x7 Helpdesk is staffed with Helpdesk specialists, not network or systems administrators or Datatel support staff. They cannot resolve every call.  They will assign advanced and administrative issues to the appropriate OIT staff specialist using our online work order system. If such a call comes in after normal UB office hours, it will be waiting in the Inbox of the assigned staff member at the start of the next business day (unless the problem falls into the URGENT category – a system wide outage or other significant crisis).

The 24x7 Help Desk is not able to provide consultation on purchasing technology items and and project consulting. These functions will be handled by OIT staff on campus.

Will these remote Helpdesk specialists know all about University of Bridgeport?

Helpdesk team members spent significant time working with our UB OIT staff and learning the nuances of the UB technical environment. The remote Helpdesk uses an extensive data gathering system, involving in depth interviews with the key technology support groups on campus (network, administrative systems, management protocols, web, security, desktop assistance, etc.) to collect the essential support information. The remote Helpdesk uses a web-based knowledge base that grows as new issues arise or old issues change.

Why is the University of Bridgeport doing this?

As the university continues to grow and expand as a college the hours that our faculty, staff and students require support also continues to expand. The introduction of this 24x7 Help Desk allows for us to ensure that no matter what time a problem arises, someone will be available to help.

If you have any questions about this service, or if you experience any problems, feel free to contact the CIO Stephen Watson at ext. 4605.