How to Contact the Helpdesk

There are a number of ways to contact the User Support Services Helpdesk.

Please use only one of the following methods to ensure that duplicate tickets do not get created for your issue.

1. Heat Self Service (HSS)

HEAT is the call management system used by the helpdesk to prioritize and assign tickets to the analysts for resolution. With your HSC NetId and password, you can go to HEAT Self Service and create your own tickets that will be directed immediately to an analyst.

2. FastInfo

This is a searchable knowledgebase where you can find answers to most common issues with instructions on how to fix the issue.

3. Phone

You may also call the User Support Services Helpdesk at 272-1694. Your call will be answered by an automated call distribution system which will put your call in a queue for the next available technician. Calls are answered in the order that they are placed in the queue.

For issues about phones or new data lines contact Communication Network Services.

For issues about facilities or maintenance contact the Physical Plant Department.

For issues about Banner, Hyperion, or WebXtender contact the Financial Services Support Center.