Help Desk Services. The Help Desk is the initial point of contact for all questions, issues, information, and service requests regarding online course support for faculty, students, and campus staff. The Help Desk staff logs the inquiry into the SUNY Online tracking system and attempts to resolve on first contact. If a first contact resolution is not possible, requests are assigned to additional SUNY Online staff member(s) to assist with resolution. The Help Desk service focuses on direct support and assistance for End Users of the LMS. This includes: • “How to” questions for a campus LMS • LMS navigation guidance for students and faculty • LMS “log in” or access questions (if applicable) • Tier One End-User support for the SUNY university-wide Collaborate service offering • End-User support (Tier One and Tier Two) for the Blackboard Learn Core LMS Tools. To receive a current list of the Blackboard Learn Core LMS Tools, submit a Help Desk request at ▇▇▇▇▇://▇▇▇▇▇▇.▇▇▇▇.▇▇▇/help. • Ability to view issue resolutions in the SUNY Online ticket tracking system • Initial point of contact for all SUNY Online questions and issues (Service Desk). The Help Desk attempts to resolve various student, faculty, and campus staff issues. When the Help Desk is unable to resolve the issue, a service ticket is escalated to other team(s) or person(s) as appropriate.
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