Help Desk Support
A Service Oriented Culture
The CVM IT Services team works hard to effectively and efficiently manage what can often seem like a blizzard of requests for assistance from faculty, staff, and students. Whether it is a project you have on the horizon, activation of a new account, a forgotten password, or simply a printer that just will not work, we have the means to track and effectively organize a response to your needs. We always endeavor to do our best to resolve your problem, answer your technical questions, or simply guide you in your equipment selection process. Your feedback regarding how well we are meeting your needs is critical to our improvement.
CVM ITS utilizes a browser based ticketing tool called Web Help Desk to track your requests for assistance. It features an intuitive, easy to use, graphical tabbed interface. When you have a need for assistance you will be able to simply categorize and log your issue and be guaranteed a response and time frame within which we will try to address the concern. An even simpler way to log your request is by sending an email to VETHELP@uga.edu and we will categorize the ticket for you.
By the way of categorization of your issue, we will be able to intelligently route the issue to the appropriate service professional for a remedy. You can track the status of your requests on-line or by way of the emails we distribute as we process your request. We will also welcome your call to help desk (706-542-5124) if there is any question at all as to the current status of any request.
CVM ITS will be able to track our performance in meeting your needs and request the addition of appropriate 'surge' resources when demand outpaces our capacity or capability to respond in a timely manner.
Using the Helpdesk System
Try to be as concise and descriptive of the issue as possible. Where possible, indicate steps to replicate the issue so that help desk staff can reproduce the issue in the event you are not at your desk/station when we attend to the problem.
Choosing appropriate priorities
- Normal - The issue does not impact your work immediately, but needs to be addressed as soon as possible.
- Medium - The issue is impacting your work somewhat, but is not impacting your primary work functions.
- High - The issue is causing a major disruption in your work, but is not preventing you from accomplishing your job duties.
- Urgent - Choose when the issue you are reporting is preventing you from doing your work and there is no workaround.
