IT Service Desk Policy


Requests for Institutional Technology services must be directed to the Service Desk. The Service Desk will prioritize the request as described below.


Prioritization of requests for service. Requests will be prioritized by the Dispatcher on duty as they are received.

Level 1:

Level 2:

Level 3:

Level 4:

Initiation of request for service. Requests can be initiated in one of four ways:

  1. E-Mail - addressed to that states the nature of the request and a date the requestor would like to have the request completed by.
  2. Walk-In - During Service Desk operating hours the desk is staffed and will take your request in person.
  3. Phone - Calls to the Service Desk are processed the same as each of the two methods above.

Technician Services.

  1. Any requests that require a technician to assess a problem on an individual piece of hardware will be processed as follows:
    • Devices received by 2pm will be assessed the same day.
    • Devices received after 2pm will be assess the following day.