The ITS department/IT office runs/has created/maintains “IT Support”, an online portal to facilitate faculty and staff across the university: all relevant queries are generated and resolved through the portal. Students’ issues are resolved through the IT Help Desk which can be contacted through phone (x5030) and email email@example.com
The Help Desk is open from 8am to 10pm and provides immediate assistance through the form of support engineers. In case an issue is not resolved through the phone or requires special expertise, a support ticket is generated to the student and a desktop support analyst contacts the student in accordance with the urgency of the problem.
Outside of normal business hours (Monday-Friday, 8am to 10pm) and on holidays, the Help Desk generates a ticket for the following business day. In case of an emergency during such a time, however, a ticket is generated and a support analyst provides assistance within four hours.