ITD Enterprise Service Desk

How can we help you...

ITD Enterprise Service Desk (helpdesk) is the port of entry to ITD's computing system and personnel resources. ITD Enterprise Service Desk is the Single Point of Contact (SPOC) for all supported software, hardware, and networking products.

• Off-hour phone calls are handled by a trained helpdesk analyst 24 hours a day 7 days a week.
• Off-hour emails will be handled on the next business day.

How to Contact Us

Normal business hours of operation are from 8:00 am to 5:30 pm Monday thru Friday. Telephone and email support are provided by Enterprise Service Desk Analysts and will make every attempt to resolve your how to questions, computer performance troubles, or system outages over the phone. Phone: 631.344.5522 Email: itdhelp@bnl.gov

Directions to the Helpdesk
The entire Customer Support organization of ITD has been relocated to the northeast corner of Building 129. This group includes the Helpdesk, Deskside Services and Account Management.

After Hours Support
ITD customers with crucial hardware, software or networking problems can dial 1-800-900-1250. That is the toll-free number of Decision One, an offsite computer-support center. After obtaining the pertinent information, Decision One staff will route the issue so that it can be resolved in a timely manner. ITD customers who call 631-344-5522 after hours with a non-crucial problem will still be able to leave a voice-mail message so that an ITD helpdesk analyst can respond to the issue the next business day.

Address
Brookhaven National Laboratory
Information Technology Division, Bldg. 129
Upton, New York 11973-5000 U.S.A.
Attn: ITD Helpdesk

Mission Statement

Our mission is to resolve 80% of issues over the phone on the first call. If necessary, your "Service Call" ticket will be routed to the best possible second level resource for resolution. Enterprise Service Desk analysts document, record, track and maintain histories of all Service Call tickets. In all cases, the most expedient way to return to productivity is to start by calling 631.344.5522 or send an email to itdhelp@bnl.gov

We strive to totally satisfy the BNL user community. If you have a question that is not addressed in these pages, please send an email to itdhelp@bnl.gov

Last Modified: February 1, 2008
Please forward all questions about this site to: Amy Quinn

One of ten national laboratories overseen and primarily funded by the Office of Science of the U.S. Department of Energy (DOE), Brookhaven National Laboratory conducts research in the physical, biomedical, and environmental sciences, as well as in energy technologies and national security. Brookhaven Lab also builds and operates major scientific facilities available to university, industry and government researchers. Brookhaven is operated and managed for DOE’s Office of Science by Brookhaven Science Associates, a limited-liability company founded by Stony Brook University, the largest academic user of Laboratory facilities, and Battelle, a nonprofit, applied science and technology organization.

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