Technology Assistance FAQs

When is the Help Desk available?
Tickets can be submitted via the web client or email on a 24x7x365 basis. If submitted after hours, a confirmation email will be received and a technician will begin addressing the request on the next working day.

The Help Desk phone will be answered during normal working hours. Every effort will be made to answer your call promptly; however, it may be necessary for you to occasionally leave a message while staff assist others with their technical issues.

A staff member or student worker will be available at the Help Desk in the Lenfest Learning Commons of the John Stewart Memorial Library during normal Help Desk hours.  However, due to resource limitations, on occasion there may be times when they need to leave the desk to assist others or to complete departmental projects to improve the level of service to the Wilson community.  If you need to work directly with someone face-to-face, it is best to call the Help Desk to confirm availability or schedule an appointment.
 
What are the Help Desk's normal working hours?
The Help Desk is available Monday through Thursday from 8 a.m. to 7 p.m. and Friday from 8 a.m. to 5 p.m. The Help Desk is closed on days when the College is closed for holidays and breaks.
 
What if I need to meet with someone in person?
A staff member or student worker will be available at the Help Desk in the Lenfest Learning Commons of the John Stewart Memorial Library during normal Help Desk hours. However, due to resource limitations, on occasion there may be times when they need to leave the desk to assist others or to complete departmental projects to improve the level of service to the Wilson community.  If you need to work directly with someone face-to-face, it is best to call the Help Desk to confirm availability or schedule an appointment.

What is the web client?
The web client is a complete client version of the Help Desk software. It allows you to submit an incident, submit a request, and check the status of your ticket.

How do I use the web client?
Click web client 
Login using your Wilson login (same as for your computer or email) id (firstname.lastname) and password.
 Click "Submit an Incident or Request"
Complete the form and click "Submit".
 
What happens after submitting a ticket?
You will receive a confirmation email with your incident # for tracking and shortly thereafter someone will be assigned to work on your issue.  The system will keep you up-to-date on progress as the technician updates the ticket. If at any time you have a question or additional information, simply reply to the original email with your ticket number in the subject. The ticket will be updated automatically with the new information and the technician will be made aware there is an update to review.
 
How do I check the status of my ticket?
Launch the web client and click on "View Your Service History". You will be able to view your current and past tickets for an up-to-date status. Click on the ticket to see the detailed notes. If you want to send a message to the technician, simply click on "Add Note" on the right.
 
Can I email the technician assigned to my ticket directly?
If there is ever additional information you wish to add to your ticket or a question, simply reply to your original confirmation email with the ticket number in the subject line. The ticket will be updated and the technician notified. If you need to escalate the ticket, please call the Help Desk directly.