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Service Status: 3Down

IS&T Help Desk x3-1101

Contact the Help Desk for quick answers to your questions and to understand your options.

 

"...I am bowled over with surprise and consistently impressed with the clarity, immediateness and sheer niceness of the entire staff..."

  

Location: Front Desk of N42, 211 Massachusetts Avenue
Phone: 617.253.1101
Email: computing-help@mit.edu

Telephone/Online: Mon.-Fri., 8am - 6pm (Tues., 5pm)
Walk-In: (N42) Mon.-Fri., 9:15am - 4:45pm (appointments encouraged)

Request Help

Service status

Service Promise

We make it easier for the MIT community to get things done by sharing computing knowledge and simplifying IT complexities.

Our services include

  • General help with IS&T applications and services
  • Kerberos (i.e., email) Accounts services
  • Linux support
  • Hardware and software troubleshooting and repair
  • Email, calendaring and network advice and troubleshooting
  • Spyware and virus prevention, detection and removal
  • Business application help
  • Backup and data recovery help
  • Computer buying advice

If what you need is not on the list, contact us and we'll try to help you locate the relevant support group who can help you.

Service goals

  • Respond to all newly received questions within the same business day
  • Respond to urgent requests for help as soon as possible
  • Follow up on open issues every three business days
  • Close open tickets by agreement with the customer, or after multiple unsuccessful attempts to contact the customer
  • Re-open and continue work on any closed issue or ticket upon request by the customer

What recent statistics tell us about our success

  • Calls Received per week: 450; Approximately equal number of email requests for help.
  • New Tickets created per week: 405
  • Overall Client Satisfaction: 4.7 out of 5
  • 70% of issues resolved in less than 3 days

 
 
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