- Provide service for email.
Many requests to the IT Help Desk are resolved at the time of the initial call. If a request is not resolved at the time of the initial call, then the target request resolution times are as follows:
- Email setup: 1 Business Day.
- KSU Email/Banner password reset: 15 minutes, may take up to 45 minutes to migrate throughout the systems.
If the issue impacts the strategic priority or business critical function of the University, then the request should be escalated following the service prioritization model and escalation resolution procedure.
Please provide the following information when contacting the IT Help Desk for service:
- Your first and last name.
- The best way to reach you and your availability.
- A detail description of the request.
- Any supporting documentation of the request (including error messages or screenshots).
- If you are calling about a previous help desk request, please provide the service ticket number.