The ITCS (Information Technology and Computing Services) offers an Help Desk service, in order to cover hardware and software problems (the last ones related to the supported software), for all administrative and scientific users of the School.
You can get Helpdesk assistance:

• preferably by sending an e-mail to: helpdesk@sissa.it,
  
• if you cannot send an e-mail, call the extension 822 (from outside SISSA: 040 3787 822)

If you ask for help regarding a workstation, please ALWAYS write its name and a brief and clear description (not generic) of the problem.

These are the email addresses to use when you would like to notify any problems or requests.

To manage helpdesk mails we use a so-called ticketing system. This system assign a number and a priority to your request and insert it into the right queue.

In every mail you receive from our helpdesk you will find:

• in the subject a unique ticket number. Please when replying do not remove it from the subject, since we use it to associate emails with problems, and use it if you need to refer to the problem.
• at the end of the message, just above the signature an indication of the priority assigned to the ticket. To understand the priorities please see the table below.

The times should be intended as a declaration of intent, rather than a guarantee. The solution time, in particular, is strongly dependent on many factors, some of which are independent from our will.