Help Desks

What is this service?

This service provides the first point of contact for end-users with a clear path to escalate and communicate IT service related requests, questions, problem reporting, and satisfaction issues.

How do I obtain this service? / How do I receive support for this service?

To request support for this service, Students, Staff and Faculty may contact the ITS Service Desk.

Faculty and Staff members of the departments listed below have the additional option to contact their Faculty IT support representatives.

How-to Links

N/A

Support Availability – ITS Service Desk:

Support Availability – Faculty Help Desks except Journalism:

• Monday-Friday: 8:30am-4:30pm

Support Availability – Journalism:

• Monday: 1:00pm-4:00pm
  Tuesday: 8:00am-4:00pm
  Wednesday: 8:00am-9:00pm
  Thursday: 8:00am-4:00pm (Not available Sept. 26, Oct. 10, 24, Nov. 14, 28)
  Friday: Not Available

What is included?

• Standard Features:
  • The first point of contact for user identified IT issues
  • Immediate resolution of basic IT issues
  • Escalation of complex incidents or requests to appropriate support group(s)
• Non-Standard Features:
  • Field Support Services for onsite and remote support of Carleton Faculty and Staff
  • Technical support to resolve advanced incidents or issues
  • After-hours support
  • ITS:
    • electronically track and update open support requests using incident tickets
  • • Automatic email notification of ticket resolution
    • Expected Resolution time, based on Priority 1-5,  (1): 4 working hours, (2): 8 working hour3, (3): 24 working hours, (4): 48 working hours, (5): To be negotiated
• Service Exclusions
  • N/A

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