New Call Center Software at Helpdesk

The IT Helpdesk has implemented a new call center software to handle all incoming calls to the main Helpdesk number of 617-432-4357.

This new system will allow us to better handle and track the incoming calls we receive during the day. As with Outlook, this product brings us more in line with centrally run Harvard systems.

You will now be greeted by recorded message and hold music when you first call the Helpdesk phone, similar to calling any of the Harvard Central Admin phone numbers. Then your call will be answered by the next available technician.

You will also be given the option to leave a voice mail if you do not wish wait on the line. A technician will immediately be notified of your voicemail and will call you back as soon as possible.

We will also be expanding the hold menu options in the next few months and ask for any feedback or suggestions on our new process.

Please contact us if you have any questions on the new system.

Thank You,
IT Helpdesk