Call Center
As of October 1, 2010, we have implemented a call center that is available 24/7. We have partnered with Bell Techlogix to provide 24/7 Tier I help desk support.
The agents at Bell have been fully trained to provide SMCM with robust technology support. The Support Center (CTSS Help Desk) and Student Help Desk will continue to provide the campus based desktop, network and administrative technology support. The on-site technical staff remains in place and available to serve the needs of faculty, staff and students. The addition of Bell Tech provides an augmentation of service to more promptly respond to the needs of the campus community.
The manner in which you request support remains the same. You should continue to call x4357 or send an email to itsupport@smcm.edu for technical assistance.
Telephone:
To contact the Support Center by phone you will now have three options:
- From on campus – dial x4357
- From off campus – call 240.895.4357
The toll free number is a convenient way to contact the Support Center when you are away from campus i.e., at home, on travel, on sabbatical, away for the summer or out of the country.
When you call the Support Center you will hear the following: "You have reached the Support Center at St. Mary's College of Maryland. If you are a student please press 1. If you are a staff or faculty member please press 2." Once you press 2 you will be connected to a live Bell Tech agent who will open a work ticket and begin to address your support request.
If you have an urgent need for technology support the Bell agent will obtain the critical information (name, place, problem and phone number), place you on hold, telephone the appropriate SMCM staff member, confirm they have enough information to address the problem and then return to you for any additional information necessary to complete the work ticket.
Email:
The process for sending a support request to the Support Center will remain the same. All requests sent to itsupport@smcm.edu will be initially addressed by a Bell agent. The agents will attempt to call you regarding your request and, if they are unable to reach you, a follow-up email will be sent to arrange a convenient time to assist you with your request. When you submit a request via email please be sure you include a contact phone number.
Beginning February 1st:
A new and significant upgrade will be the ability for end users to submit a support request, review their current and closed work requests and access a self-service technology knowledge base via a web interface. User information will be provided in an email to the campus once access is established.
