The ITS HelpDesk is the starting point for all desktop support problem logging, tracking and resolution for AS&E and Fletcher School faculty and staff.

There are several ways to contact the ITS HelpDesk:

When contacting us be sure to leave the following information:

• Your name (Please say it slowly and spell it when contacting us by phone)
• Your department
• A phone number where you can be reached within the next 4 hours
• Any alternative phone numbers
• The location of your computer
• The time and date
• A brief description of the problem

Call 617-627-5898
An Information Analyst will attempt to solve your problem or refer your problem appropriately.

Email helpdesk@ase.tufts.edu
An Information Analyst will contact you soon.

The ITS HelpDesk is staffed Monday through Friday from 9:00 a.m. to 12:00 p.m. and from 1:00 p.m. to 5:00 p.m. on normal Tufts work days by a rotating staff of ITS Information Analysts. Calls (or emails or web-based calls) made after closing will be handled at the start of the next business day.

After normal HelpDesk hours
To leave a message for the ITS staff please dial 617-627-5898.

For problems classified as Urgent or Important by the ITS Service Metrics, a technician is on call until from 5 - 10pm on weekdays as well as on the weekends from 9am-10pm. Instructions for contacting a technician during off hours regarding an Urgent or Important problem are available by calling 617-627-5898 and listening to the entire message.

Our Goals
As the first point of contact, the Goals of the ITS HelpDesk are as follows:

• Solve problems at the first point of contact whenever possible.
• Refer problems to the appropriate staff (Information Analyst) promptly.
• Follow-up and track problems that are unresolved.
• Escalate unresolved problems according to ITS policy.
• Track problems and isolate trends.