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

 

  • Requestor calls 646-997-3934
  • 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

Requestor sends email to tsoe-av@nyu.edu

  • 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.
https://engineering.nyu.edu/media-services/submit-request
engineering.nyu.edu
CC-MAIN-2024-22
77781
application/http; msgtype=response
sha1:VIDO6NKUNLE5RBQADYNBWBY7AY3PAJG5
<urn:uuid:3f119518-37e1-4fc9-9506-f49bfc653de6>
2024-05-18T08:06:45Z
35.172.89.115
text/html
sha1:2HWXNFBW3W5A7BE2B3BKWHPFXZG2I7H2
<urn:uuid:60ed313c-12a6-4dd8-a6da-0146718de54f>
https://engineering.nyu.edu/media-services/submit-request
response
<urn:uuid:072002ce-06a9-4b03-86b1-9764b8849479>
isPartOf: CC-MAIN-2024-22
publisher: Common Crawl
description: Wide crawl of the web for May 2024
operator: Common Crawl Admin (info@commoncrawl.org)
hostname: ip-10-67-67-217
software: Apache Nutch 1.19 (modified, https://github.com/commoncrawl/nutch/)
robots: checked via crawler-commons 1.5-SNAPSHOT (https://github.com/crawler-commons/crawler-commons)
format: WARC File Format 1.1
conformsTo: https://iipc.github.io/warc-specifications/specifications/warc-format/warc-1.1/