Service Hours

IT Help Desk Hours of operation are normal business hours from 8 a.m. to 4:30 p.m., Monday through Friday.

All KSU staff holidays and school closures are observed.


Service Initiation

There are three ways to request services or information from IT:

Please provide as much detail as possible in your request.


Service Prioritization Model and Escalation Resolution Procedure

Service Prioritization Model

The IT Help Desk will evaluate every request that is initiated. The priority is assigned to a request depending upon:

  • Critical business systems.
  • The Impact on the university: size, scope and complexity of the incident.
  • The Urgency to the university: time within which resolution is required.
  • Availability of staff resources.
  • Availability of required resources.

A lower priority will be assigned if a workaround exists.

Escalation Resolution Procedure

If an incident or request is not resolved within the time-frame described or it a satisfactory resolution is not provided within a reasonable time-frame, the incident or request can be escalated by contacting:

  1. Help Desk (inquire about the problem and report that no contact has been made)
  2. Director of IT
  3. Chief Information Officer

Client Responsibility and Requirements

Client responsibility and/or requirements in support of this agreement include:

  • Adhering to IT policies, processes and procedures.
  • Provide detailed information as outlined in this document when making service requests.
  • Make every effort to be available to communicate with IT representatives if required.
  • Read and adhere to announcements and communications made from Information Technology.
  • Notify the IT Help Desk as soon as you know in advance of any required assistance needed.
  • Exercise patience by understanding the volume of requests that IT receives each day and the rationale for assessing service priorities.

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