Helpdesk & User Assistance
The ITCS provides technical support for network, hardware and supported software to all SISSA users and guests.
How to request support
Please contact us through:
* Email: helpdesk@sissa.it
* Phone: extension 822
(from outside SISSA: 040 3787 822)
* Office 115 (Bonomea main building; first floor, right wing)
Office opening hours: Monday-Friday from 09:00-14:00
Requests sent directly to individual staff members may not be handled promptly.
If you need assistance with a workstation, always provide:
* the workstation name;
* the Room number
* a short and clear description of the problem;
* any relevant error message or other useful information.
Specific support requests
For the following services, you can use those dedicated email address: (The service is still guaranteed when using the helpdesk@sissa.it email address)
| Service | |
|---|---|
| Account renewal and disk quotas | accounts@sissa.it |
| Cognitive Neuroscience LABs | helpdesk-cns@sissa.it |
| Neurobiology & Functional and Structural Biology LABs | helpdesk-nb@sissa.it |
| High Performance Computing | helpdesk-hpc@sissa.it |
| Large Format Prints requests | plotter@sissa.it |
Helpdesk tickets
Support requests sent to the listed email addresses are managed through a ticketing system.
Each request is assigned a unique ticket number and routed to the appropriate support queue.
When you receive a Helpdesk message:
* the ticket number appears in the email subject; * when replying, do not remove or modify the ticket number in the subject; * use the ticket number whenever you need to refer to an existing request.
Ticket priorities
Tickets are assigned a priority according to their impact and urgency.
Resolution time may depend on the nature of the problem, its complexity, and external factors.