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.

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

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

The DoIT Help Desk is "Open for Business", taking your calls and providing assistance with your problems and questions. Your call and the information you provide us will begin a process that will look like this:

"It's Broken - Come and Fix it!" -
The highest priority call, help will be on its way, if not instantaneously, then at least predictably, and reliably.

"Install it, change it, move it... please" -
"Service calls" such as these will be scheduled in advance, with the appropriate staff member(s) assigned to the task.

"Can you tell me how to"?" -
We will make every effort to answer your questions with this single call. Over time, and with training and experience, more and more questions will be answered at this point in the process. In other cases, referrals will be made to appropriate staff, and follow-up will be provided. Consulting services will be available.