Help Desk Info
REQUESTING HELP/SUPPORT
There are a variety of methods for contacting ANR Technology Services to request support and help.
- If your issue is urgent PLEASE CALL the help-desk support line at 517-355-3776
- If your issue does not need immediate attention, please e-mail your request to .(JavaScript must be enabled to view this email address)
- For deliveries, pick-ups and walk-in appointments, we are located in 416 Agriculture Hall, Michigan State University
HELP REQUEST VIA TRACK-IT!
ANR Technology Services recommends using the Track-It! system as another source for seeking help and support. The Track-It! system is an on-line work order ticket generating service.
Simply click on the "HELP REQUEST" button on the bottom left of this page to access the Track-It! system.
HOW TO USE TRACK-IT! VIDEO TUTORIALS
VIDEO: How to Login to Track-it! and Create A Work Order
VIDEO: How to Edit an Existing Track-It! Work Order
HELP VIA PHONE
You may contact ANR Technology Services for help and support via phone, although the preferred method for help requests is via the Track-It! system.
Office Hours: Monday-Friday - 8:00 am - 5:00 pm
ANR TS Support Phone - 517-355-3776
HELP VIA EMAIL
Email ANR TS Support - .(JavaScript must be enabled to view this email address) - Please send only one email per request
- Expect a response within two working days
- Include a detailed description of your issue or inquiry and the operating system (Windows, Macintosh)
- Submitting an email will generate a work order in Track-It!
WALK-IN SUPPORT
Walk-in support is available in Agriculture Hall Room 416, but submitting a work order via Track-It! or email first, is recommended.
AFTER HOURS EMERGENCY PROBLEM REPORTING
To report a server outage, network outage, virus attack or security intrusion call the Help Desk at 517-355-3776 on the next business day or visit the ANR Technology Services Support website for any available status updates.
EMERGENCY VS. STANDARD REQUESTS
A service call is escalated to Emergency status when a computer or printer is down and business is severely impaired. Please consider whether your problem impedes mission critical work.
RESPONSE TIME
Standard, non-emergency requests will be responded to within 48 hours. We will attempt to respond to Emergency requests within four hours. Please send a detailed email message outlining your problems to .(JavaScript must be enabled to view this email address).
HOLIDAY/RECESS EMERGENCY SUPPORT
Help Desk staff will retrieve voice mail hourly from 8:00 a.m. –5:00 p.m. on weekdays. We are closed on weekends or recognized university holidays. If the reported issue is mission critical and requires emergency support, a Help Desk technician will return your call and attempt to solve the issue over the phone. If the issue requires a site visit, we will assign it to the Desktop Support technician on-call.
