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Technical Services Work Request Process
The Technical Services (TS) Department would like to offer an explanation of our campus technical support services and how to use them. The TS Department has implemented a software package to assist us with our campus Help Desk and technical support requests. The software is called Track-It and it allows TS to manage all requests for help by creating Work Orders. Once a Work Order is created, we are able to then designate technicians to a particular request and efficiently track the status of any Work Order.
When a situation arises that requires our technical support, we are requesting that the end user in need of assistance, submit an email to our Technical Support email account email@example.com. Email is our first choice of requests because it will reach our entire department. Technical Services Help Desk Contact will log the request into the Track-It help desk software and an email will be generated to inform the end user that the request was logged. The TS department will prioritize and distribute work requests to the appropriate support technician as part of our daily work routine. Details of the process used to complete the request are also included. This information can be referenced in future cases where a similar problem may arise.
In the case of an emergency or work of a critical nature, please call Technical Support at ext. 2911.
It is the policy at Technical Services to respond quickly and efficiently to all requests for technical assistance. Our ongoing mission is to provide the best possible service to DSLCC users. Please feel free to let us know how we are doing; we would love to hear from you. This is important as we strive to maintain a high level of support.