Service Desk Information

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Non-urgent Support

For non-urgent support, please create your own Service Desk ticket via one of two forms on the Service Desk Portal.  Please review the descriptions below to determine if you should create a Service Request ticket or an Incident ticket or refer to the Service Request and Incident QRGs.
  • An Incident is an unplanned interruption to or quality reduction of an IT service.  Incidents interrupt normal service, such as when a user's computer breaks or when the VPN won't connect.
  • A Service Request is a request from a user for something to be provided such as account credentials, new hardware, license allocation, etc.  A Service Request may need approvals before IT fulfills it

Urgent/Immediate Support

This support option should be reserved for issues that cause a disruption for multiple end-users to sites, have a significant business impact, or have an impact on revenue.  Access to urgent or immediate support is available 24/7.

Live Chat (chat bubble in lower right corner)

Phone: 1-877-243-5753

After-hours Support (Starting Jan 15th - Service Desk will be 24x7x365)

If you are unable to resolve your issue using the self-service options and your issue is URGENT and must be resolved before the next business day, you may call the Service Desk at 1-877-243-5753; press option 2, and leave a detailed message including a good contact phone number. An on-call Service Desk analyst will contact you as soon as possible.