General Information

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Enterprise Service Desk

The Enterprise Service Desk, also known as the ITD Help Desk, is the single point of contact for all computing systems and personnel resources, and includes supported software, hardware, and networking products.

Our mission is to resolve 80% of issues over the phone on the first call. If necessary, your "Service Call" ticket will be routed to the best possible second level resource for resolution. Enterprise Service Desk analysts document, record, track and maintain histories of all Service Call tickets. In all cases, the most expedient way to return to productivity is to call or email us. We strive to satisfy the entire BNL user community.

Hours of Operation

Normal business hours of operation are 8:00 a.m. to 5:30 p.m., Monday through Friday. Telephone and email support are provided by Analysts who will make every attempt to resolve your how to questions, computer performance troubles, or system outages over the phone.

Non Business Hours Support

Calls are answered by an answering service 24 hours a day 7 days a week. The operator will take your information, a description of your issue and forward it to the ITD Help Desk. If your issue is an emergency, the operator will contact an ITD support technician that will call you back within 1 hour. All non-emergency issues will be handled the next business day. All off-hour emails will also be handled the next business day.