 Help Desk Operations

This workflow outlines the steps User Support should follow when a user cannot access Autodesk products such as AutoCAD due to an account or product assignment error.

ITS Technician guide for creating a ticket for computer deployment.

This article offers standardized communication scripts for the CCBC IT Help Desk, covering various scenarios from opening calls to closing interactions. It includes FAQs and encourages user feedback for continuous improvement.

This article provides the settings for using a desktop or mobile-based email client

Many users are more comfortable with using email to contact ITS to request services or report incidents.
helpdesk@ccbcmd.edu allows users unfamiliar with our department to request services or support.

This workflow outlines how User Support handles tickets related to scheduled, on‑campus events that require IT support.

This article will give a comprehensive event scheduling process

Respondus Lockdown Browser is a tool used by many instructors at CCBC to securely administer tests.

This article provides the procedure on setting up a verification account for the user.

This article outlines the procedures and best practices for monitoring and handling phone interactions in a helpdesk environment

This article provides users with a quick troubleshooting guide for issues related to Respondus LockDown Browser and directs them to the appropriate contact if problems persist.

This workflow defines how User Support should respond when a student receives an employee cybersecurity training email (Infosec IQ) in error.

This article provides a reference guide for understanding how tickets appear in the TDX User Support Dashboard, what each dashboard category means, and how tickets move between them.

This Article reinforces consistent ticket handling, contact, and documentation practices across the User Support team.

This article provides a technician-facing operational quality and workflow checklist for Help Desk technicians working in TeamDynamix (TDX). It supports consistent call handling, ticket documentation, status use, workflow management, and ticket closure.

This article outlines the core performance metrics reviewed during individual technician meetings

This workflow outlines how User Support responds to issues connecting to Virtual Desktop Infrastructure (VDI) using either the Horizon Client or HTML access.