Help Desk

The MWCC Help Desk is an internal website for MWCC employees where you can view, create and update support tickets, as well as access a searchable IT knowledge base.

 

The Help Desk can be accessed only while on-campus, but you are able to create and update tickets right from your MWCC email.

The URL for the MWCC Help Desk is: http://helpdesk.mwcc.edu/

 

The Help Desk should automatically log you in. If it does not, you will see the screen pictured at right.

Please log in with the same username and password that you use for your email.

 

Once logged in, you are presented with the dashboard.

From here, you can submit a new ticket, view your existing tickets, search the knowledge base, and view announcements by IT staff.

 

To report an IT or Media Services issue:

1) Click the big blue "Have a problem? Report it" button, as seen in the dashboard.

2) Select the applicable queue (Help Desk for IT-related issues, or Media Services for audio/visual issues in classrooms, conference rooms, and events).

3) Fill out the New Ticket form with as much detail as you can provide about your problem

  a. Type in the name of the device having the issue, if applicable. Most computers are named starting with their asset tag number. The asset tag is a white sticker on the computer tower labelled "Mount Wachusett Community College" followed by a bar code, and a 5-digit number. This is not a required field, but the information can help us solve your problem faster.

  b. Attach files or screenshots to your ticket using the links at the bottom of the form

 

4) Click "Save"

 

To report an IT issue via email:

1) Open Outlook, or log into your MWCC email through Okta: https://mwcc.okta.com/

2) Create a new email with a subject line and message that describes your issue.

3) Send the email to helpdesk@mwcc.mass.edu
 

Please remember to provide as much detail as possible about your issue, including campus, room, and a phone number that you can be reached at.

 

When you submit a ticket you will receive a system generated email confirmation.   You can update or add additional information to the ticket by replying to the email.  Enter any text above the line that states:

     -+-+-  Please reply above this line to add a comment  -+-+-
 

Attachments and screenshots can also be included. The comment will be posted to your ticket, and IT staff will be notified.

 

The Knowledge Base is a constantly growing IT library to assist with self-troubleshooting. Before submitting a ticket, please check the Knowledge Base to see if there is a documented solution to your problem. From the Help Desk dashboard, just scroll down and use the search bar, or click "View Knowledge Base" to view all Knowledge Base (KB) articles.