Understanding Broward College's Help Desk and IT Service Desk

The Help Desk and the IT Service Desk work together to provide technology support across the college.

Help Desk and IT Service Desk: How IT Support Works for You

The Help Desk and the IT Service Desk work together to provide technology support across the college, with each playing a distinct role to ensure your issue is handled efficiently.

The Help Desk is your first point of contact when you need IT assistance. It receives inbound calls and provides immediate support by answering questions, troubleshooting technical issues, and resolving common problems. If an issue requires additional attention, the Help Desk will create and escalate a ticket to ensure it reaches the right team. The college partners with BlackBeltHelp to provide 24-hour Help Desk support.

The IT Service Desk manages tickets that are escalated from the Help Desk, as well as tickets submitted directly by users. Its role is to coordinate next steps by reviewing, routing, or re-routing tickets to the appropriate IT teams based on the type of support needed. In addition to issue resolution, the IT Service Desk supports IT services throughout their life cycle, including service requests and change coordination. The Service Desk is an in-house team available during regular business hours, with limited support hours on weekends.

Together, the Help Desk and IT Service Desk ensure your request is directed to the right place and addressed as quickly and effectively as possible.

 

IT Support FAQs

Who should I contact first for IT support?
If you are unsure where to start, contact the Help Desk at 954-201-7251. It is available 24 hours a day and can often resolve issues right away. If additional support is needed, your request will be documented and directed to the appropriate team.

What happens after I submit a ticket or call for help?
Your request is reviewed to understand the type of support needed. It may be resolved immediately or routed to the appropriate IT team. You may be contacted if more information is required, and you will receive updates as your request moves toward resolution.

Why might my ticket be reassigned or routed to another team?
Some issues require specialized support. Tickets may be routed or re-routed to ensure they reach the team best equipped to assist you and to help resolve your issue as efficiently as possible.

When is IT support available?
Help Desk support is available 24 hours a day by calling 954-201-7521. Service Desk support is provided by an in-house team during regular business hours, with limited availability on weekends.

 

At A Glance