To: The John Jay College Community
From: Praveen Panchal, Chief Information Officer
Re: Improved Helpdesk Services
Date: June 07, 2007

The Department of Information Technology is making following two changes to the HelpDesk as of Monday, June 11, 2007:

1 – Implementation of a Call Processing System

To better serve the college community, we are implementing an Automated Call Processing System beginning Monday, June 11. Anyone calling the Helpdesk at extension 8200 will be directed to press “1” for students, “2” for faculty and staff, or “3” for equipment related issues in a classroom.

Please follow the prompts and press the phone key as desired. If you press the phone key to reach a helpdesk representative your call will be answered in the order it was received. The helpdesk staff will make every effort to assist you with your needs. If the call volume is extremely high you can leave a voice message and one of the representatives will get back to you as soon as possible.

Press phone key “3” and the call will be routed directly to our CTS (Classroom Technology Services) Hotline. A helpdesk representative will answer that call and will help troubleshoot the issue over the phone, and if needed, dispatch a technician to the classroom as soon as possible.

By implementing this system we will be able to route calls to trained helpdesk representatives familiar with student or faculty and staff issues or get assistance to classroom problems in a timely manner.

2 – Summer Hours

Mondays through Thursdays 8:00am – 10:00pm
Fridays 8:00am – 6:00pm until July 6
Closed Fridays 6/29, 7/13, 7/20, 7,27, 8/3, 8/10
Closed Saturdays through August 10
Closed Sundays through Labor Day September 2
Closed Wednesday, July 4 – Independence Day
Closed Monday, September 3 – Labor Day

For your information the Department of Information Technology (DoIT) offers services for:

Computer hardware and software technical support
Email and anti-spam
Telephone and voicemail
Network and wireless connectivity issues
Internet and Intranet support
Access to the CUNY Portal and Blackboard
Mainframe services such as SIMS
Instructional Technology Support Services (ITSS)
Classroom Technology Services (CTS)
Audio/Visual Services (AVS)
Student Technology Fee

If you have requests you can email or call the HelpDesk at:
Email - helpdesk@jjay.cuny.edu
Phone - 212-237-8000

Visit the DoIT Website at http://johnjay.jjay.cuny.edu/doit/

Please provide feedback to Lou Perillo, Director of Administrative Technology Support Services at lperillo@jjay.cuny.edu.