ITS: ServiceDesk
New Service!
Check out our Self-Service website at http://servicedesk.ccac.edu. 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
Summer Hours: May 20 - August 18
Monday through Thursday, 7:00 a.m. to 8:00 p.m.
Friday, 7:00 a.m. to 4:00 p.m.
Saturday, 8:00 a.m. to 3:00 p.m.
Sunday, 12:00 p.m. to 8:00 p.m.*
* Sunday Hours: the ServiceDesk will close for the dinner hour, on Sundays only, between 4:00 and 5:00 p.m. Callers may leave a voicemail message and receive a call back after 5:00 p.m.
Closed May 27 for Memorial Day and July 4 for Independence Day.
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 Entrypoint 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.
Where to Find your Student/Employee ID Number
You can find your student ID# on your CCAC Student ID Card or a variety of correspondence from CCAC:
- Acceptance letter,
- Registration statement or CCAC invoice,
- Welcome letter from Distance Learning,
- Letter from Admissions/Registration
- Note: the CCAC student ID number could be referred to as: student account, Colleague ID, Datatel ID. Also, many departments truncate the leading "0" of the student ID number, so you could be looking at a five- or six-digit number and not realize that is what we need.
If you have a CCAC student photo ID or other photo identification such as a driver's license, you can go to any campus or center open computer lab to have your password reset. To obtain your student ID#, please visit any campus Registration office or call for Registration staff to mail you this information.