The Factory is IT's combined Help Desk and Call Center. In one location you will be able to get help with all things IT related. The staff of fulltime employees and part-time students are extensively trained to provide first level support in almost every area of IT. Most second level problems that require onsite visits or hardware repairs to laptops can also be done at the Factory.
The Factory hours of operation are from 7:30 a.m. to 7:30 p.m., Monday through Thursday and 7:30 a.m. to 4:30 p.m. Feel free to stop by, across the hall from the dinning hall exit, if you want to speak with a technician in person or have your laptop looked at.
The Call Center is staffed by students under one supervisor. The students are divided into special teams that can provide specialized help and are lead by a Team Leader and an Assistant Team Leader. They are committed to providing the highest level of customer service and are a one-stop shop to request IT help. You can reach them by calling 1-866-365-7575 for anywhere in the US except for the 203 area where you have to dial 203-365-7575. While on campus just dial the extension 7575. You can also put in a trouble ticket online at http://itsupport.sacredheart.edu/. If a trouble ticket cannot be resolved over the phone, they can be escalated either to onsite support or to Level 2 IT support where a staff member responsible will address the issue directly. The trouble tickets are added to a queue and are resolved on a first come first serve basis unless it is deemed an emergency.
The Help Desk provides hardware support and first level software & network connectivity support to all laptop users on campus. This includes all full-time undergraduate students and all full-time faculty, as well as part-time students and administrators who have joined the Mobile Computing Program.
The Help Desk currently supports 2,951 student laptops, 163 faculty laptops, 45 staff laptops and 75 loaner laptops for a total of 3,234 laptops.
Certified technicians are available to assist as users walk in with problems. When a laptop is diagnosed with faulty hardware other than the hard drive, the Help Desk swaps the defective unit with a working laptop and switches the hard drives. The student leaves with their new laptop and their old hard drive, leaving their applications and data intact. When the problem is determined to be the hard drive, the Help Desk swaps the defective laptop with a working laptop. When the problem is determined to be a software related issue, the Help Desk restores the original image within a matter of minutes. Technicians maintain parts on hand to expedite the turnaround time on repair.
You can also come to the Help Desk to have a discharged battery swapped with a freshly charged one throughout the day. Simply give them your drained battery and they will slide a charged one to you.
The following is an example of the kinds of issues you can get resolved at the Factory
All laptop and desktop software and configuration related issues All laptop and desktop hardware issues All problems associated with phones services Faculty related issues like Blackboard In class related issues like repair or proper configuration and troubleshooting of audio visual components Cable TV related issues Network connectivity issues and current availability status Password resets Limited Colleague diagnosis, trouble tickets across the spectrum of Colleague
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