Service Description

The Service Desk provides for the tracking and routing of service requests throughout their lifecycle through the use of an enterprise wide call management tool.

Services Provided

Requests for Service/Information
The Service Desk responds to requests from customers for information, advice, or service that is not due to a disruption in service.

Telework Support Service
The Service Desk provides related to the support of employees teleworking from home or alternative worksites. ITS will provide remote support for all issues escalated for resolution. This is a bundled service including elements of provisioning (workstation and peripheral preparation), VPN, account management, service desk services, and other services as needed. Except in cases of disability accommodation, ITS does not provide technical support labor in homes or in alternative worksites. If there is an issue with equipment that requires Service Desk personnel to physically troubleshoot on the equipment, Teleworking end users will be required to bring equipment to the nearest supported office for patching and incident remediation. ITS does not provide Internet and voice service within homes or alternative worksites but teleworkers with these services may connect to other services provided by ITS via VPN.

Download the End User Services- Service Requests page from the ITS Service Catalog.