Reporting an Outage

As Information Technology continues to find ways to serve campus more efficiently the Service Desk would like to work closer with campus as issues arise. 

1.    When an issue arises contact the IT Service Desk at 797-HELP (797-4357), press option 2

• (After-hours and weekends please call this same number and leave a message, which will send a page to the on call Support Analyst who will return your call within one hour)

2.    When a Support Analyst answers your call please tell them your name, then explain the issue for which you are calling.

• (If you are a departmental system administrator please inform the Support Analyst you are a System Admin for _________ department, this way the Service Desk Support Analysts will understand you have been troubleshooting this issue and can quickly escalate the issue)  

 
3.    The Full-Time Support Analyst will check to see if the issue is currently being addressed.

• If the issue is currently being addressed, the Analyst will provide an ETA on a resolution.
• If the issue is new, the Analyst will immediately contact the responsible IT team member and conference him/her into the call when appropriate.
• When the issue is campus wide or affects multiple users the Support Analyst will:
  •    contact the responsible IT team member
  •    create a global issue in FootPrints and
  •    contact Kevin Reeve, IT Marketing & Communication for a posting to the appropriate lists