TABLE OF CONTENTS

• Who can use the helpdesk?
• Why use the helpdesk?
• I can't login to the Helpdesk right now, can I just send an e-mail instead?
• I want to look for answers on my own, where can I search for solutions?
  

Who can use the helpdesk?

The helpdesk caters to all ALICE users such as students, faculty and staff, as well as any member of the AIM community who needs to work with the Learning Technology Services (LTS) team.

Why use the helpdesk?

Using the helpdesk ensures that any available member of the team can attend to your requests. Sending an email directly to any person in the team may encounter delays if that particular team member is currently preoccupied with other tasks, or the person is not at the office on any given day.

I can't login to the helpdesk right now, can I just send an email instead?

Yes. Send an email to our support address: alice@aim.edu and the helpdesk will automatically route your request to the LTS team.

I want to look for answers on my own, where can I search for solutions?

You can explore the Knowledge base of this website using keywords to look for solutions to your issue.

1. Go to the main "Knowledge Base" tab and browse through the solution articles. Find the title of the solution article that best fits your inquiry or concern.

2. Think about other related terms and search for those keywords instead. For instance, to search for an issue related to your login credentials, try searching for the word account.

3. You may want to try fewer words instead of whole phrases. For example, instead of typing "I cannot log in to ALICE," you can simply type "account issues" in the search box.

4. To your right, upon reading your current solution article, you will see a list of suggested related articles. This will help you check other articles for your other inquiries.