Community College of Allegheny County (CCAC)

Community College of Allegheny County

ITS: ServiceDesk


Self-Service

Check out our Self-Service website. Here you can submit a new question or report a problem, view your past tickets, and browse or search our FAQ knowledgebase. Our online support site gives you yet another way to connect with the ServiceDesk. To learn more, you can view the ITS Self-Service TechTorial video.

 


Students and employees are encouraged to call the ITS ServiceDesk with technology questions and problems. When you call or email the CCAC ServiceDesk, the analyst will log your issue into the Service Desk software, create a ServiceDesk "ticket" and assign you a ticket number. This ticket is used to track your problem to its resolution.

If the agent cannot solve your problem immediately on the phone, the ticket will be assigned to a technician at your campus or an analyst/engineer. The ServiceDesk software allows your problem, via the ServiceDesk ticket, to be tracked through each phase of the resolution process.

See a complete list of what we support.

Students: Check out our Online Orientation to Technology.

Reach Us by Phone at 412.237.8700

Please have your Student or Employee ID number when you call (where do I find my Student ID? )

Hours of Operation

Normal Semester Hours:
Monday through Thursday, 7:00 a.m. to 10:00 p.m. 
Friday, 7:00 a.m. to 5:00 p.m. 
Saturday, 8:00 a.m. to 3:00 p.m.
Sunday, 2:00 p.m. to 10:00 p.m.* 

 * Sunday Hours: the ServiceDesk will close for the dinner hour, on Sundays only, between 5:00 and 6:00 p.m. Callers may leave a voicemail message and receive a call back after 6:00 p.m.   

*Open labs at each campus will be open Monday through Saturday; hours may vary slightly; see campus computer labs for details. During semester breaks, reduced hours will be announced via email. 

 


Emailing Us/Leaving Voicemail

Email us at help@servicedesk.ccac.edu

NOTE: Password change requests cannot be made via email. Please use the NetID Account Management program or call by phone to request a password reset.

 When emailing us or leaving a voicemail, please be sure to include the following information:

  • Your name and your Student/Employee ID number
  • Your area code and phone number
  • A detailed description of the problem
  • The times you are available for us to contact you
  • The steps you have already taken to resolve the problem

If you are on campus, please include:

  • Your campus
  • Your building/wing and room
  • Your computer number/printer name

Need to Know when Things Go Wrong?

For unscheduled outages and unexpected problems, you may receive notification of these intermittent problems by subscribing to our Helpdesk Alerts mailing list. To subscribe, go to the ServiceDeskAlerts web page and enter your information under the header “Subscribe to ServiceDeskAlerts.” You will then receive an email asking you to re-visit the web page to "Confirm your subscription." Your membership in the list will not be complete until you do this task.

 

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