The IT Service Desk is the official avenue for all IT-related requests for service at the School. Sending requests through the Service Desk facilitates rapid problem resolution, staff accountability, and provides a valuable repository of institutional knowledge.
Exceptions to policy
Problem resolution via direct email, phone calls, or personal contact, will always be a part of the normal workflow. However, the help desk will remain the primary mechanism for problem resolution and documentation and will be used by all ITG members. A help desk ticket will be created after the fact to document issues of significance that are resolved outside of the help desk.
Service Desk requests may be submitted in the following ways:
A request should include as much detail as possible to aid in routing problem to appropriate parties for resolution and to provide staff with information needed to diagnose any problem.
Work Notes: Work notes are used to document technical procedures that are not of interest to the requestor, but may prove valuabel when similar requests are submitted at a later date. Example of what might be documented in Notes includes detailed procedures used to resolve the problem or specific hardware model number ordered.