Where to get information?
- IS Support Portal – use the online resource as your first contact option to report an issue or check the status of a request
- Service Desk – contact the IS Service Desk (ext. 4-3512) if you need to speak to an analyst about more complex (non-Epic) issues or requests
IS Support Portal
The portal is the primary point of contact for a variety of customer services – use it to:
- Report an issue
- Submit a request
- Check the status of any open service ticket
- Search articles or common issues to quickly resolve issues without waiting on hold for a service analyst
Portal access options:
- IE Favorites – Click IS Support Portal in Internet Explorer (IE) Favorites
- Connect home page – Click IS Support Portal in the Quick Links list
- IE address bar – Enter https://iaas.service-now.com in the browser address field
- Portal login – Enter “tch\username” and your system password
IS Service Desk
As a secondary resource to the Support Portal, the IS Service Desk specializes in complex issues or requests that require you to speak with an analyst
- Phone: ext. 4-3512 (external 832-824-3512)
Before you call the Service Desk…
- Check the IS Support Portal for a knowledge article that can help
- Check the technology self-service page to see if it provides the help you need
- Check the IS training page for additional support resource options
- Know your workstation name: hold down Ctrl + Alt + Delete (the workstation name appears in the blue Windows Security title bar)
- Know your Windows user name, e.g., jpbentl (for Jane P. Bentley)