General Technology Help

Service Description

IT can provide assistance with many technology related questions. 

Standard Features

IT can help with the following:

  • Answer general questions related to Banner (Self-Service and Banner Admin)
  • Answer general questions related to Blackboard
  • Answer general questions related to Degree Works
  • Assist with the IT Self-Service Portal
  • Assist with campus email (Microsoft 365 and Gmail)
  • Assist with campus hardware and software
  • Assist with campus printing 
  • Assist with campus wireless

Optional Features

Self-service options: Knowledge Base

Roles and Responsibilities

User Responsibilities: 

  • User is responsible for providing details related to the request including contact information and a full description of what they need assistance with.

IT Responsibilities:

  • IT will communicate the status of the request to the user as needed.

How to Request     

Click the Open a Ticket button and complete the request form.

If immediate assistance is required, please contact the IT Help Desk:

  • Phone: 716-878-4357
  • In Person: Butler Library 103 at the "Ask Us" desk (appointments are recommended)

Service Audience 

Faculty, Staff and Students.

Service Level Agreement

Response and resolution times are based on operational hours (Monday through Friday from 8:00AM to 5:00PM).

Service Level 2 - Normal  
Response Time 1 business day
Resolution Time 3 business days
Please Note: Response Time is measured from ticket submission date/time until the ticket is moved to an 'In Process' status. Resolution Time is measured from ticket submission date/time until the ticket is completed/resolved. A ticket in an 'On Hold' status (e.g. IT is waiting for additional information from the requestor) does not count toward the Resolution Time.

Institutional Policies

Policy on the Use of Electronic Resources

 
Open a Ticket

Details

Service ID: 21558
Created
Fri 7/21/17 11:54 PM
Modified
Wed 9/15/21 10:37 AM