To the Hudson Valley Community College campus community,
In an effort to provide additional (and more scalable) help desk assistance to the growing number of faculty, students and staff who use Blackboard, the college has contracted with Open SUNY to provide extended Help Desk hours.
The following provides timelines, hours, contact and general information on this additional service:
— The extended Help Desk hours began Monday, Feb. 6, 2017.
— The Hudson Valley Community College Center for Distance and Online Learning will continue to provide Help Desk services on weekdays from 8 a.m. to 5 p.m.
— The regular extended Help Desk hours provided by Open SUNY for Hudson Valley Community College will be:
Monday through Thursday from 5 p.m. to 9 p.m.
(There are no extended Help Desk hours on Friday.)
Saturday from 10 a.m. to 5 p.m.
Sunday from 1am-9pm
— The Open SUNY Help Desk also is open on some state holidays such as Martin Luther King Day, Presidents’ Day, Columbus Day, Veterans Day, etc. Any modifications to the Open SUNY Help Desk hours will be posted via web announcements and the phone greeting.
— The Open SUNY Help Desk is currently providing help desk services for 36 other SUNY campuses (see list below) that use Blackboard and includes many with large online programs.
— Faculty , students and staff will be advised to contact the Open SUNY Help Desk directly for evening and weekend support by using the following contact information:
Internet: open.suny.edu/help for the Web page which gives hours, contact information, Help Ticket submission and Chat application when it is on
Phone: 1-844-673-6786 (OPENSUNY) and/or direct 518-320-1300
— The Center for Distance and Online Learning will incorporate the Open SUNY extended Help Desk information hours into all currently existing documentation both electronic and print.
— The Open SUNY Help Desk has its own ticketing system and will send faculty a copy of Help Desk tickets specifically related to their courses or will communicate with faculty through Blackboard email.
— If Open SUNY Help Desk personnel access a course, they will appear in the course statistics as username_sln.
We are excited about being able to expand help desk availability for our Blackboard users and ask for your patience as we work through any issues with the process of implementing these new extended hours to better serve the campus community.
Please contact the Distance and Online Learning Help Desk if you have any questions or concerns at DLHlep@hvcc.edu or 629-7070.
Published: Mon, 06 Feb 2017 20:37:34 +0000 by s.gallagher