Support Services: Help Desk (496.2001)
Mission Statement
The mission of the Help Desk is to provide a customer-focused, single point of contact for quality technical support by responding to customers' calls, logging problem tickets and escalating issues beyond Tier 1 to appropriate parties (e.g., Payroll, PeopleSoft, DLS Desktop Technicians, etc.). We continually improve our services by practicing and promoting teamwork, clear communication, and commitment to improving our technical and professional abilities.
Objectives
The Help Desk staff provides application support for key Central Administration applications, notably Financial Applications and CAMail. The Help Desk also acts as a call center; screens and routes service calls, provides first-tier troubleshooting and manages escalation of issues to the appropriate Support Services staff for:
- Computing problem resolution
- General computer use
- Hardware and software needs
- Harvard Financial and Human Resources application use
- Network connectivity issues
- New user accounts
All Harvard callers needing assistance with Supported Harvard Applications support, should contact the Help Desk by calling 617-496-2001 during the following business hours:
- Monday through Friday from 8:00 a.m. to 6:00 p.m.
Harvard application support issues can also be sent to the Help Desk via email to helpdesk@harvard.edu.
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