ABOUT SINCLAIR

Procedures

All calls received by the Help Desk are recorded in a call tracking database in the form of a Help Desk "ticket." This data is used to produce statistics to track the progress of the Help Desk.

When you call the Help Desk, please be prepared to give the following information:

  • Your Tartan Card Number
  • Full name (even if asking a quick question, a full name is needed to record the information).
  • E-Mail address (if available)
  • Time and phone number where you can be reached
  • Which application you are working in and a detailed description of the problem
The Help Desk needs to know if this is a recurring problem. The Help Desk will determine a priority based on the problem description. Since circumstances vary, the priority is based on the individual's situation. If the Help Desk Analyst is unable to resolve the problem, the customer will be given a ticket number for reference. Refer to this number when calling back regarding the same problem.

Examples of the priorities and response times.

Priority

Expected Response

Description

VIP Immediate College Administrators
Critical 1 hour System-wide network problems or issues affecting mulitple users

 Emergency

 4 hours

 Single user down with no temporary resolution possible

High 1-2 business days  High priority issue
Standard 3-7 business days  Low priority issue
 
 


Did You Know?
Nine of our students have made the Academic All-American First Team for Community, Technical and Junior Colleges—more than at any other community college.
Sinclair's student/faculty ratio of 19 to 1, among the lowest at Ohio's colleges, allows students to receive more individual attention.
Out of 1,200 community colleges in the nation, Sinclair is one of 20 board member colleges of the League for Innovation in the Community College.
Sinclair is the largest regional provider of online education, with more than 180 different online courses.

Learning Centers: Englewood | Huber Heights | Preble County
Courseview Campus Center | Online Learning | Wright-Patterson AFB
444 West Third Street, Dayton, Ohio 45402 | 1.800.315.3000
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