Submit a Request | NYU Tandon School of Engineering

Submit a Request

Contact Us • Customer Service Workflows


Microphone on Audio Mixing Board

Contact Us


Customer Service Workflow - Phone Support

 

Customer Service Workflow - Phone Process

 

  • Reception intake

    • Gather information

      • Location (Building & Room)
      • Issue details
      • Caller’s name
      • Caller’s phone number
    • Troubleshoot via phone if possible
    • Dispatch technician
      • Use Slack to contact technicians in the field
    • Create ticket
    • Technician works on issue
      • Technician resolves issue
      • Technician escalates issue
    • Update ticket
    • Resolve ticket


Customer Service Workflow - Email Support

 

Customer Service Workflow - Email Process

  • Team intake

    • Assess subject of email

      • If equipment issue:

        • Create ticket
        • Schedule troubleshooting
        • Reply to email confirming next steps
      • If support request:
        • Create ticket
        • Collect information for support
        • Schedule support on calendar with information collected
        • Reply to email confirming support
      • If digital signage request:
        • Create ticket
        • Post content in Zignage
        • Reply to email confirming posting of content


Office Hours

Media Services support follows the NYU academic calendar.

Normal Operating Hours

  • Monday – Thursday:  7:30 AM - 10:00 PM
  • Friday:  7:30 AM - 6:00 PM
  • Saturday:  9:00 AM - 3:00 PM
  • Sunday:  Closed

During Finals

  • 8:00 AM - 8:00 PM

During Summer

  • 8:00 AM - 6:00 PM

Media Services repair, maintenance, and engineering follows the NYU academic calendar and occur between normal operating hours of: Monday through Friday:  8:00 AM - 4:00 PM

Repair and maintenance will be scheduled within 7-10 business days under normal Media Services workload conditions.

Note: Services outside of normal operating hours including, nights, holidays, & weekends, will be subject to overtime rates, plus travel time.