Information Technology Services is simplifying our help services.  Effective June 30, 2009, all requests for help and service will be directed to our new ITS Service Desk.  If you need assistance from any ITS group, please submit your request at http://www.albany.edu/its/help

What is the ITS Service Desk?

The ITS Service Desk (http://www.albany.edu/its/help) is a central location for submitting help requests and ITS forms.  When you submit a help request or work order, you will provide your NetID and UAlbany email address so the system can identify you and we can efficiently communicate with you.

Does the ITS Service Desk replace my Technology Coordinator?

Employees working in departments supported by CSS-Desktop Services Group will continue to contact ITS and use the ITS Service Desk (http://www.albany.edu/its/help) to request support for their University computing equipment.  If you are a current customer of the CSS-Desktop Services Group, you are already familiar with this process.  If you obtain your support from CAS Computing Services or another Technology Coordinator, you will continue to follow your Technology Coordinator's procedures for requesting assistance.

What will happen to the request I have in progress that I previously submitted by email to an ITS group?

All incidents submitted to an ITS group prior to July 1 will be completed and may be transitioned to the new Service Desk system.  Please submit any future requests using the ITS Service Desk at http://www.albany.edu/its/help.
  

Can I send email directly to the ITS Service Desk instead of submitting the request form?

We strongly recommend that you submit your request at http://www.albany.edu/its/help  Using the Service Desk, helps ITS collect information from you and assign your request to the appropriate ITS group.  The ITS Service Desk recognizes your affiliation with the University through the NetID and email address you provide on the request form (e.g. albany.edu, uamail.albany.edu, preferred email address you designated in MyUAlbany). If you cannot access the Service Desk at http://www.albany.edu/its/help, you can still call a service center directly (or call 442-4000) to open a new request.  Please do not include the ITS Service Desk email address on any email exchanges with individuals as this will only delay your ability to obtain assistance.  Instead, direct individuals needing help to the URL: http://www.albany.edu/its/help 

What about faculty and staff without a UAlbany email account?

All current employees with a valid NetID and password can request a UNIX email account having an @albany.edu address.   If you do not already have a UAlbany email account, information about how to obtain email access can be found at http://www.albany.edu/its/app_glance_email_faculty_staff.htm.  Select the first option about UNIX email.

If your department uses Outlook/Exchange mail services, please speak with your supervisor.  Access to Exchange mail is by request only by your department's CSS Contact.
 

How do you obtain my contact information?

Your information (name, department, role, campus phone, email address, campus address) is obtained from your UAlbany employee record.  We use the primary department/role of people who have multiple roles or affiliations.  This information is used to contact you when you need assistance. You can update your UAlbany contact information in the Personal Information section of MyUAlbany.  We encourage faculty and staff having a UAlbany email account to set it as their preferred email address.  You should also confirm that your campus phone and campus address are listed correctly in MyUAlbany.  Your organizational unit, title and demographic information are maintained by Human Resources Management.

Where can I send questions about the implementation of this new system?

If you have additional questions about the implementation of the ITS Service Desk request process, please submit to ask the CIO.