Changes to IST Service Desk Phone Support

Starting July 3, 2018, NJIT will expand the IST Service Desk’s phone support. This change will introduce 24/7 phone support, new automated password reset tools, and increased staffing during peak periods (e.g. at the start of a semester).

What’s NEW

How will I get help?

The IST Service Desk will now be available 24/7:

What do I do if I need help resetting my password?

You will still be able to reset your password using the IST website ist.njit.edu/password-resets. In addition, you will be able to reset your password by calling the IST Service Desk if you know your NJIT-ID number as well as your NJIT Photo ID Card number. You will be asked to provide these numbers in order to protect the confidentiality of your account.  

  • NJIT-ID number: An 8 digit number that can be found by logging into Campus Pipeline (my.njit.edu) and clicking on your name in the upper right corner. We recommend writing this number down and keeping it somewhere safe.  
  • NJIT Photo ID Card number: This number can be up to six digits and is printed on the front of your NJIT Photo ID Card. If you do not have an NJIT Photo ID Card, they are available at NJIT’s Facility Systems, Photo Identification and Parking Services Office (Laurel Hall Annex - 131 Summit Street).   

Who will I speak with when I call the IST Service Desk?

All calls will be answered by a US-based call center. Staff are trained and have an understanding of NJIT services and applications. IST management will review the call center’s performance on a regular basis to ensure that service requests and incidents are resolved appropriately.

What Remains the SAME

What if the IST Service Desk can’t answer my question or resolve my problem? 

As in the past, it will be escalated to the appropriate team at NJIT who will work with you.

What should I do if my computer is broken?

NJIT staff will continue to provide hardware and software support. The existing counter in the Student Mall will remain open from 8:30 am - 4:30 pm Monday - Friday to provide drop-in support for your computing devices. You can also call the IST Service Desk to log the incident if you require a service call.

Who do I call if I am having a problem with a projector during class?

This change does not affect classroom support. Call Media and Technology Support Services (MTSS) for any issue affecting instruction - (973) 596-3005.    

Posting Date: 
Tuesday, July 3, 2018