ITS Help Desk

• The ITS Help Desk is a central point of contact for faculty and staff to report for help with technology issues.
  
• Hours of Operation:  Monday through Friday, 7:30AM to 4:30PM (excluding District holidays).

Note for Students

• The ITS Help Desk is for FACULTY and STAFF only.

• Please reach out to the SAC Student Help Desk or SCC Student Help Desk.
  

• Check the STUDENT TECHNOLOGY HELP links on the left panel.
  

Common IT Issues

• Reset Your Password.
  

• Change Your Password.

• Retrieve Username.

• New User Account Request Form (requires Intranet login, for employees only).

• User Account Termination Form (requires Intranet login, for employees only).

• For other common issues, refer to "Training" links (for ITS online training documentation and related information) on the left navigation panel.

​​​​​​​Contact Us

1. Email: helpdesk@rsccd.edu.

2. ​​Website:  Help Request & FAQ (https://webhelpdesk.rsccd.edu).
   

3. ​Phone Call:  714-564-HELP (4357) Extension 0.

Emailing helpdesk@rsccd.edu

• When you email helpdesk@rsccd.edu a ticket is automatically generated (e.g., Ticket 12345).
• NOTE:  Please use your District email address when emailing helpdesk@rsccd.edu.
  
• NOTE:  If you send an email to helpdesk@rsccd.edu from an outside email address (e.g., you are unable to access your District email), we will still receive the email.  However, a ticket number will NOT be automatically generated.  You may also receive an error message.
• In this case, please leave us a voicemail at 714-564-4357 Extension 0.
  
• Please limit requests to one topic per email.
  
• Add attachments or screenshots, which will be added to your ticket automatically. 
• Provide as much relevant information as possible, so we can expedite your request.
  
• For your protection:  Please DO NOT send private information such as social security number (SSN), birthdate, (DOB), or home address information via email.

• Whether you create a ticket by email, website, or phone call, helpdesk@rsccd.edu will send you updates at your District email address for each step of the ticket process.

• New
  
• You will receive an email when your new ticket is created, with a unique ticket number in the email subject line.
• (e.g., Ticket 12345 New --> Locked out of account).
  
• Assigned to Tech
  
• Once the ticket is assigned, you will also receive an email.
• (e.g., Ticket 12345 Assigned to Tech --> Locked out of account).
  
• Updates to your ticket will be made via email and saved as notes inside of the ticket.
• (e.g., Ticket 12345 Assigned to Tech (Updated) --> Locked out of account).
  
• You can "Reply" to the email to add your notes to the same ticket.
• NOTE:  Email replies must contain the ticket (e.g., Ticket 12345) in the email subject line and be addressed to helpdesk@rsccd.edu to be added as notes to the ticket.
• Pending
• If ITS is waiting on information to complete your request, the ticket will be updated to a Pending status while we wait for your reply.
• (e.g., Ticket 12345 Pending --> Locked out of account).

• Resolved
• When the work has been completed you will be sent an email.
• (e.g., Ticket 12345 Resolved --> Locked out of account).
• The resolved ticket contains a Yes/No option.
• If your issue is truly resolved, then click "Yes," which closes the ticket. 
• Clicking "No" will reopen the ticket and assign it back to the technician.
• (e.g., Ticket 12345 Reopened --> Locked out of account).
  
• Closed: 
• Upon closure of the ticket you will receive one final email with a link to our ITS survey.
• (e.g., Ticket 12345 Closed --> Locked out of account).
• If an issue recurs for a ticket that is already Closed, please submit a new ticket.
  

ITS Help Desk ​​​Team Members: