Community College of Allegheny County (CCAC)

Community College of Allegheny County

ITS: Frequently Asked Questions (FAQ)

ITS Service Desk

What exactly is the ITS Service Desk?

What are the hours the ITS Service Desk is Available?

What do I do if I want to report a problem when the ITS Service Desk is unavailable?

What should I do before calling the ITS Service Desk?

What information should I have before calling the ITS Service Desk?

How do I get help with a computer problem?

What happens to my ticket if the ITS Service Desk cannot solve my problem?


What exactly is the ITS Service Desk?

The ITS Service Desk is a centrally located area for all computer related questions and/or problems of supported products and phone issues. When you call the Service Desk, the calls are logged into a Database. When we enter the call into the Database we save the call and an incident number is assigned to your particular problem. This is what is called your Help incident number, which is strictly a reference number, so if you need to call back about a problem, there is a point of reference.

Back to top

What are the hours the ITS Service Desk is Available?

The Service Desk is available Monday through Thursday from 7:00 a.m. to 10:00p.m., Friday from 7:00 a.m. to 5:00 p.m., Saturday from 9:00 a.m. to 3:00 p.m. and Sunday from 2:00 p.m. to 10:00 p.m.

Back to top

What do I do if I want to report a problem when the ITS Service Desk is unavailable? 

You can leave a voice mail and the problem will be entered into the Service  Desk database the following the next business day or you can send an email at help@servicedesk.ccac.edu.

Back to top

What should I do before calling the ITS Service Desk?

Before calling the ITS Service Desk for assistance with a computer problem, try the following: Restart the Application, Restart the Computer, Restart the Printer and/or Refer to this Website.

Back to top

What information should I have before calling the ITS Service Desk?

The more information that you can provide the better we can help you solve the problem. However, the most helpful information that you can give is Name, Phone number where you can be reached, Campus, Building and Room where the problem is and give as much specific information as possible regarding your specific problem.

Back to top

How do I get help with a computer problem?

If you are having a problem with an office computer, you can contact the CCAC Service Desk for assistance with supported products by calling 412.237.3275.

Back to top

What happens to my ticket if the ITS Service Desk cannot solve my problem?

If the Service Desk cannot resolve the problem, the Service Desk will escalate the ticket to the field technicians of your campus or the appropriate subject matter experts. The field technicians will come to your office computer and fix your particular problem. If they are unable to fix the problem then they will escalate the problem to the appropriate subject matter experts.

Back to top