Description
Technology Services' Service Desk, located in St. Mary's Hall, is staffed with full time and student worker IT professionals who can assist with any IT-related issues you may have. The Service Desk offers several contact channels including; phone, live chat, email and ticket submission via our Service and Support Portal.
Hours of Operation (Summer — May 15 to August 15)
- Monday through Friday, 9am to 5pm
Audience
All Villanova community members
Service Levels
Incident Service Targets
Service Desk staff will intake your issue and use an impact and urgency matrix to apply the proper priority value. Below are the Response and Resolution service targets that Technology Services strives to meet.
Note: Business hours are Monday through Friday 8am - 5pm.
|
Priority
|
Respond by
|
Resolve by
|
|
Urgent
|
30 minutes
|
4 hours
|
|
High
|
2 hours
|
1 business day
|
|
Medium
|
4 hours
|
2 business days
|
|
Low
|
1 business day
|
5 business days
|
Off Hours Support Expectations
Requests received outside of the above hours will be processed at the start of the next business day.