Enterprise Service Desk

How can we help you...

The Enterprise Service Desk (helpdesk) is the single point of contact for all ITD computing system and personnel resources, and includes many supported software, hardware, and networking products.

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

• Off-hour Phone:
  Calls are answered by an answering service 24 hours a day 7 days a week. The operator will take your information and a description of your issue and forward it to the ITD Helpdesk. If your issue is an emergency, the operator will contact an ITD support technician that will call you back within 1 hour. All non-emergency issues will be handled the next business day.
• Off-hour Emails:
  Will be handled on the next business day.

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.

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: October 12, 2011
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 the Research Foundation for the State University of New York on behalf of Stony Brook University, the largest academic user of Laboratory facilities, and Battelle, a nonprofit, applied science and technology organization.

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