Support Services

The goal of the Helpdesk is to provide the WPI community with exceptional, customer-focused troubleshooting and support services for supported hardware and software applications. Solutions for technology issues are delivered to the WPI community through the collaborative efforts of the Information Desk, the main Helpdesk, and the Computer Shop.

The Information Desk

Located on the 2nd floor of Fuller Labs in the Main CCC Lab - Follows CCC Lab Hours of Operation

The Information Desk provides extended CCC operations support, printing and inventory services, and local support for the main CCC and ADP computer labs. The Information Desk professionals also process and triage incoming Helpdesk requests and provide backup and off-hours support for Helpdesk phone inquiries. The Information Desk is staffed with trained support professionals who are assisted by a group of student Lab Assistants.

The Computer Shop

Located in the Sub-basement of Fuller Labs, Room A16 - Open Monday through Friday 8 a.m. - 5 p.m.

The Computer Shop provides troubleshooting, configuration and deployment services for WPI-owned desktops, laptops, and printers. Support for WPI-owned supported computer ranges from configuration and distribution of new systems to diagnostics and repair services for troubled systems. The Computer Shop provides limited support for personally owned student systems, including help with network connectivity and virus protection services. The Computer Shop is staffed with two Dell Certified technicians assisted by a complement of dedicated student Desktop Support Assistants and can be contacted by submitting requests through the Helpdesk.

The Helpdesk

Located in the Basement of Fuller Labs, Room B12 - Ext. 5888, +1-508-831-5888 or contact the Helpdesk.

The Helpdesk provides phone, e-mail, in-person and online support for faculty, staff and students who have issues related to computing at WPI. The Helpdesk staff of educated and trained support professionals and the student support specialists who assist them make use of Remedy's Helpdesk application to track incidents through resolution. The Helpdesk provides answers to general computing questions, questions regarding the utilization of supported software applications or operating systems, and trouble-ticket processing for problem reports.

Maintained by itweb.
Last modified: Jun 30, 2005, 15:29 EDT