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Contacting the Help Desk

Yesterday, I talked about the online help desk web site (http://hd.genesee.edu). That’s one place for self-service help or to find technical information.

The ‘physical’ help desk is elsewhere. Literally, but that’s another story.

Genesee has a 24 x 7 x 365 Help Desk service available to all members of the college community. That means that no matter when you have a problem, you can contact the Help Desk and there will be a person there to work with you.

Now. You’ll notice I said “work with you” and not “solve your problem.”  Those are two very different things and important to understand.

You can call the Help Desk at 1-866-614-5004 and someone will answer that phone to assist you. You do have to be realistic. If it’s a busy time  (like at the start of a semester, or when there are technical problems), then you may wait on hold. WAIT ON HOLD!!! Calling the Help Desk is the fastest way to get assistance with your problem, even at the busiest times of the year.

If you have a non-critical problem, or something you just want to pass on in the “someone needs to know this” vein, then you can send an email to helpdesk@genesee.edu. But you have to remember that the folk at the Help Desk will answer the phone first and reply to email only when time allows. And in especially busy times that may mean 12+ hours of delay before someone even looks at your email, much less answer your question.

The Help Desk can solve basic problems — like helping with usernames and passwords — right on the phone. In fact, the Help Desk will help with usernames and passwords ONLY on the phone. If you send an email about your password, you’ll get a response that says “please call us for assistance” — which then delays you more.

When you call, you need your full name, your date of birth and your GCC ID number. It’s worth your while to find your GCC ID number and write it down where you can find it. If you have a GCC ID card, your ID Number (or your “800” number as we call it) is on the back of the ID card. If you don’t know/have your GCC ID number, then the Help Desk will ask you questions about your address to try to make a match.

If the Help Desk folk can’t make that match, then your case will be escalated to Computer Services staff on campus. Most student problems get escalated to me, faculty/staff problems may come to me or go to another person within Computer Services.

If you have a not-good experience with the Help Desk, don’t hesitate to let me know. We’re always looking to improve service and sometimes it’s just a matter of training. But if you don’t tell me about your poor experience, nothing’s going to be done to fix it.

Remember: CALL THE HELP DESK – 1-866-614-5004

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