What is the Help Desk?
The Help Desk is the main point of contact for reporting all information technology, telecommunications and media services related issues and requests.
Can the Help Desk/ IT Associate solve my technical questions?
The Help Desk functions, and primary responsibilities include:
- Logging your request into the ServiceNow Portal to track and create incidents/requests.
- Matching the right technician with your request/incident.
- Assigning the ticket to the appropriate IT Group
- Following up until the ticket until it is fulfilled
- Password Management Password Manager (Quick Launch)
What areas and services does the Help Desk cover?
We’re your go-to team for everything tech at STU, including:
- Computer hardware and software
- Network and wireless access
- Telephones and voicemail
- iPad/Tablets
- Cable TV and media services
- Video and audio production
- Website management
If it’s tech-related, we’ve got it covered!
How do I contact the Help Desk?
- Dial (305) 628-6610
- On campus, dial 6610
- By email at stuhelpdesk@stu.edu
- Review/Inquiry on pending tickets and status updates at the customer portal ServiceNow Portal
- Coming soon: Create an Incident using the ServiceNow Portal
- Stop by Mimi Dooner Hall, we’re in Room 111 on the first floor.
What are the regular hours of operations?
Our Help Desk team is here to assist you from 8 AM to 5 PM, Monday through Friday. If you need help outside these hours, please leave us a voicemail, and we’ll get back to you on the next business day.
What happens after I report a problem or make a request?
The Help Desk operator logs your incident/request using ServiceNow and routes job to the appropriate person on our team.
How do I know my incident / request was opened?
You will receive an email notification containing an alphanumeric code and a link to the ServiceNow Portal, where you can track your pending and closed incidents and requests.
Will I be notified after an incident / request is opened, closed?
You will receive an email notification with status updates.
Can I call a technician directly?
We discourage this, since it disrupts the pending job queue, could delay other pending projects and it disrupts cross-training among our team members
