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The Information Technology Group has implemented a new Help Desk system
to streamline the IT Support service for the SOM community. Now, everyone
can access to the SOM Help Desk web page that will allow them to enter
and track their own tickets, as well as, look up solutions to their
own problems. The purpose of this document is to outline the Help
Desk contact information and operating procedure.
You can report a problem to the Help Desk either by:
Email: "Help Desk Assistant"
within the Exchange system or somhelpdesk@yale.edu
Phone: (203) 432-7777
Walk-in: SOM-IT Front Desk (B-44)
Web access: http://helpdesk.som.yale.edu/magicsshd/
Any request received by the Help Desk will be initially analyzed
and assigned to the appropriate SOM-IT staff member. The caller
will be contacted within 1 working day with either a solution to
the problem or information regarding the priority and status. This
does not mean that the problem will necessarily be fixed in that
time. Or the caller may log on to the website for a status of their
ticket. The priorities will be assigned based on the nature of the
call. The instructions for opening a Help Desk ticket via the website
are located at: http://www.som.yale.edu/itg/helpdesk_instructions.asp
Our standard hours of support are Monday to Friday, 8:00AM to 6:00PM.
During this timeframe full support will be available through ITG
staff personnel. Limited student support is available weekdays 5:00PM
to Midnight and weekends 9:00AM to Midnight through the Student
Lab Consultants in room A-32. Any issues that cannot be dealt by
the Student Consultants will be logged and dealt with when standard
support hours continue.
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mba.yale.edu
