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Home » Administrative Offices » Educational Technology Services » Customer Service

Technical Support: Help!

SFCC utilizes the Sungard HE Centralized Help Desk (CHD), providing a single point of contact for faculty, staff and students with technology related issues. The CHD service provides support functions to record, track, monitor and assign requests for desktop (PC) support, software support, consulting/problem solving requests, network or internet problems, requests for reports or data downloads, multi-media support, email, Blackboard, ITV and other applications issues. The Centralized Help Desk works with the ETS staff to resolve service requests based on established levels of support. This system also performs escalation and prioritizes calls based on a predetermined set of criteria for crucial issues. This service includes telephone access (extension 7711 on the main campus and toll-free 866-295-3070 for satellite campuses) and web access. See table at bottom of page for priority and description. Click here to see current Quality Assurance Ratings.

Hours: 24 hours / 7 days a week

Faculty and staff will receive a confirmation e-mail when a ticket is entered.

A web front-end is available for non-emergency requests. Click here for the Helpdesk Online system. If you have multiple unrelated issues, please create a new ticket for each issue.

Priority	Description	Response Time *
1	Emergency - A problem or issue impacting a significant group of customers, faculty in the classroom or any mission critical IT issue affecting a single customer.	60 Minutes
2	High - Non critical but significant issue affecting a single user; or an issue that is degrading the performance and reliability of supported services; however, the services are still operational; support issues that could escalate to emergency if not addressed quickly.	2-4 Hours
3	Normal - Routine support requests that impact a single user or non-critical issues.	Next Business Day
4	Low - A minor service issue or general inquiry.	1 Week
Project	Projects - Long term engagements of service or reports not due this week.	TBD

*Note: Response time does not promise a resolution within the stated timeframes.

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State Fair Community College
3201 W. 16th St • Sedalia, Missouri • 65301-2199
P: (660) 530-5800 • F: (660) 530-5820
Toll-free: (877) 311-7322 • Maps/Directions