The IT Service Desk is the first point of contact for all requests and issues. You can submit an IT request in-person or via the IT Help button. Below is a quick breakdown of the service request response process:

  • Order in which service requests/issues are looked at is determined solely by priority
  • Priority is based on urgency and impact if no work is done
  • Low priority tickets will be placed lower in the queue
  • IT Service Desk will first try to resolve the issue
  • If unresolved, issue may be assigned to appropriate IT support team for further review

Software modification or implementation request process

Any requests for support and system changes, including requests for software changes or new software, will go through an IT process review to determine the size, complexity, and risk of the task. The IT Development team will triage the work, addressing whether it should be handled through emergency patches, monthly updates, service packs, or projects.

The aim of the process review is to ensure on-time delivery and minimal cost while maintaining quality service and great user experience.