The first point of contact for any technology related question or problem is Seton Hall University's Technology Help Desk. Contact the Technology Help Desk by phone by calling (973) 275-2222 or via e-mail at helpdesk@shu.edu.
 
The Technology Help Desk is staffed by IT professionals Monday through Friday from 8 a.m. through 11 p.m. Outside of these hours, the Help Desk phone is answered by an external technology support service that provides phone support for most University applications, including the Blackboard Learning Management System, Microsoft Windows, and the Microsoft Office suite.
 

Prerequisites:

Customers of the Technology Help Desk must be a student or an employee at Seton Hall University.

Process:

Customers have three options when contacting the Technology Help Desk for support:

1. Call the Technology Help Desk at (973) 275-2222 from off campus or at extension 2222 from on campus.
2. E-mail the Technology Help Desk at helpdesk@shu.edu.
3. Use the on-line IT Self-Help feature labeled "SHU IT Helpdesk" on the Tech Tab in MyWeb@shu.
4. Use the on-line "SHU Downloads" feature on the Tech Tab in MyWeb@shu.edu.

For assistance over the phone, contact the Technology Help Desk at (973) 275-2222, or extension 2222 from on-campus. Assistance is available 24 hours a day, 7 days a week. When placing a call to the Technology Help Desk, you will need to have your student or employee ID number as well as a contact number where you can be reached. The technology help desk specialist will open a help desk ticket and will walk you through possible resolutions. If the help desk specialist is not able to resolve your issue with you over the phone, the help desk specialist will route your help ticket to second level support for additional troubleshooting. Once the issue has been resolved, you will be contacted with the resolution and the help desk ticket will be closed.
 
To contact the Technology Help Desk via e-mail, send an e-mail to helpdesk@shu.edu. The helpdesk e-mail account is checked periodically throughout the day during normal hours of operation. If the problem can be resolved by a help desk specialist, you will receive an e-mail response with the resolution along with a notification that a help desk ticket has been closed. If the issue requires second level support, a help desk ticket will be opened and you will receive an e-mail notifying you that the help desk ticket has been opened and routed to second level support. If additional information is needed to open a help desk ticket, the help desk specialist will send you an e-mail requesting the missing information.
 
IT Self-Help is the third option available for support. It is an on-line self help feature that allows you to search for resolutions using an online database. If you are not able to find the answer that you need, you will have the option of opening your own help desk ticket. It also allows you to view all tickets in your account, open and closed.  Click on IT Self-Help for more information on how to use this feature.

The fourth option involves using our on-line "SHU Downloads" self service feature. Drivers, links, software downloads, etc. are available online by logging into MyWeb@shu.edu and clicking on the Tech@SHU tab.