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Contact Us • Customer Service Workflows
Contact Us
- Phone: (646) 997 - 3934
- Email: tsoe-av@nyu.edu
- Location: 6MTC RH 321
Customer Service Workflow - Phone Support
Text Version of Phone Support Workflow
- 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
- Gather information
Customer Service Workflow - Email Support
Text Version of Email Support Workflow
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
- If equipment issue:
- Assess subject of email
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.