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Customer Support Center

The IS Customer Support Center, aka Help Desk, serves as a first point of contact for all computing and information technology problems or questions at SUNY Downstate.

We provide prompt, courteous, and responsive technical support through the Help Desk to the DMC end user community, by answering phones, routing calls, and providing support for all software and hardware. The staff will foster an environment which will encourage self-service, provide training, and be a resource center to offer solutions to problems.

The SUNY Downstate Help Desk strives to provide the highest level of customer service by making available accurate technical information, as well as enhancing the flow of information between technical staff members of various departments.

Track-It! Online Self Service

Faculty & Staff

Self Service Links:

PC Win | Mac Mac

Students

Create your ID, if you are logging in for the first time.

Technicians

Access the mobile web link.

To better serve our users, we have implemented Track-It on line self service, where you can report any IT related problems/issues, monitor outstanding requests, and run status reports. Through this online service you can:

  1. Check the status of your work order and see who was given the assignment.
  2. Add to or amend what you have requested.
  3. Search the Track-It! Solutions database for self help
  4. Submit a new work order rather than sending e-mail to Support Desk. Either approach will work. Do not do both.

The Help Desk Technical support line, (718) 270-HELP will be answered by professional technical staff between the hours of 8 am to 6 pm.

Our Vision

The SUNY Downstate Information Systems Customer Support Center will be recognized for excellence in technical support. Our superior service will be a competitive differentiator that will attract students, patients, and employees.

Our Mission

The SUNY Downstate Information Systems Customer Support Center provides a cost-effective single-point-of-contact for prompt, courteous, and responsive support for all information technology resources. We remove technical barriers to improve the capability of all employees to be effective and productive by:

  • Answering incoming calls quickly
  • Restoring service on the first contact for a high percentage of incidents
  • Escalating incidents that require additional expertise or an onsite visit
  • Following up on escalated incidents to ensure timely resolution and closure
  • Making accurate technical information and knowledge available through Self-service
  • Providing a superior customer service experience on every contact

Our Values

  • Respect, Compassion, Dignity and Fairness
  • Racial and Ethnic Diversity, Cultural Competency and Cultural Sensitivity
  • Teamwork, Collaboration and Partnership
  • Fiscal Integrity, Responsibility and Accountability