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Category: IT Service Desk

IT Service Desk reduced hours during winter break

Posted on by Christine Doucette

The IT Service Desk, IT Equipment Checkout, and Media Center will have reduced hours during winter break beginning Dec. 18.

IT Service Desk holiday hours

  • Dec. 18, 1 p.m. – 8 p.m. (Phone and Chat only)
  • Dec. 21,  8 a.m. – 6 p.m. (Phone, Chat, or Walk-in)
  • Dec. 22-23, 8 a.m. – 6 p.m. (Phone and Chat only)
  • Dec. 24 – 26 Closed
  • Dec. 27 – 30, 8 a.m. – 5 p.m. (Phone and Chat only)
  • Dec. 31 – Jan. 2, Closed​​​​​​​
  • Jan. 3 – 8 a.m. – 6 p.m. (Phone and Chat only)
  • Jan. 4 – 7, 8 a.m. – 6 p.m.​​​​​​​ ​​​​​​​(Phone, Chat, or Walk-in​​​​​​​)
  • Jan. 8, 1 p.m. – 5 p.m. (Phone and Chat only)
  • Jan. 9 – 13, 8 a.m. – 6 p.m.​​​​​​​ ​​​​​​​(Phone, Chat, or Walk-in​​​​​​​)
  • Jan. 14 – 16, Closed

Regular IT Service Desk Hours will resume on Jan. 17, 2023.

Need help? Contact the IT Service Desk at 800-865-6143 or 785-532-7722 or via Live Chat. For face-to-face service, visit the IT Service Desk on the second floor of Hale Library.

 

Fall semester hours for the IT Service Desk

Posted on by Christine Doucette

K-State’s IT Help Desk has undergone a name change and will now be called the IT Service Desk.

Why are we rebranding? IT staff have spent the last several months evaluating the customer experience. It has become clear that K-Staters are reaching out for more than just help; many inquiries are about services and information. With this in mind, the rebranding or name change will encompass additional needs of K-Staters to deliver a “World Class IT Service Desk” experience. Continue reading “Fall semester hours for the IT Service Desk” →

TeamDynamix now being used by K-State

Posted on by Christine Doucette

TeamDynamix replaces ServiceNow for IT Support and a new way to request help at K-State. With TeamDynamix in place, K-Staters will have a more user-friendly, cohesive experience while searching for information or requesting assistance from IT.

TeamDynamix provides easy access to IT services, knowledge base articles, and project portfolios. Use K-State’s IT Website to search, find, and request technology-related information.

You may notice changes in the following areas: IT Website, IT Knowledge Base, and IT Service Desk (formerly IT Help Desk). To learn more about using TeamDynamix, view the Division of IT website demo and the TeamDynamix demo. Continue reading “TeamDynamix now being used by K-State” →

TeamDynamix now being used by K-State

Posted on by Christine Doucette

TeamDynamix replaces ServiceNow for IT Support and a new way to request help at K-State. With TeamDynamix in place, K-Staters will have a more user-friendly, cohesive experience while searching for information or requesting assistance from IT.

TeamDynamix provides easy access to IT services, knowledge base articles, and project portfolios. Use K-State’s IT Website to search, find, and request technology-related information.

You may notice changes in the following areas: IT Website, IT Knowledge Base, and IT Service Desk (formerly IT Help Desk).

IT Website

The website has a new look and feel that makes it easier to find information with an overall improved user experience, including:

  • Simplified and easier to navigate layout
  • Instant access to updated information
  • Enhanced communication about training opportunities
  • Integration with TeamDynamix for IT Service and Project Management

IT Knowledge Base

Collecting all IT information in a single, easily accessible knowledge base provides a one-stop-shop for customer self-service, including:

  • Timely information
  • Enhanced search capabilities
  • Improved accessibility

IT Service Desk

The IT Service Desk, formerly known as the IT Help Desk, uses TeamDynamix to improve the customer service experience, including:

  • Increased efficiency when addressing and resolving IT service requests and tickets
  • Improved problem-solving and decision making
  • Updated knowledge base providing self-help capabilities
  • Enhanced collaboration between IT Service Desk and K-Staters for real-time support

TeamDynamix is an essential step toward the Division of Information Technology achieving its goal of providing a modern, scalable network and computing infrastructure for K-State. To learn more, view K-State’s IT Strategic Plan.

To learn more about using TeamDynamix, view the Division of IT website demo and the TeamDynamix demo.

IT Help Desk is now the IT Service Desk

Posted on by Christine Doucette

K-State’s IT Help Desk has undergone a name change and will now be called the IT Service Desk.

Why are we rebranding? IT staff have spent the last several months evaluating the customer experience. It has become clear that K-Staters are reaching out for more than just help; many inquiries are about services and information. With this in mind, the rebranding or name change will encompass additional needs of K-Staters to deliver a “World Class IT Service Desk” experience. Continue reading “IT Help Desk is now the IT Service Desk” →

Reminder: TeamDynamix is coming June 6

Posted on by Christine Doucette

On June 6, the Division of Information Technology will begin using TeamDynamix to transform the IT experience at K-State. TeamDynamix is a cloud-based platform that K-State will be using to manage enterprise-level IT service management, projects, and portfolios. 

With TeamDynamix in place, K-Staters will have a more user-friendly, cohesive experience while searching for information or requesting help from IT.  You may notice changes in the following areas: IT Website, IT Knowledge Base, and IT Service Desk (formerly IT Help Desk). Continue reading “Reminder: TeamDynamix is coming June 6” →

TeamDynamix is coming June 6

Posted on by Christine Doucette

On June 6, the Division of Information Technology will begin using TeamDynamix to transform the IT experience at K-State. TeamDynamix is a cloud-based platform that K-State will be using to manage enterprise-level IT service management, projects, and portfolios. 

With TeamDynamix in place, K-Staters will have a more user-friendly, cohesive experience while searching for information or requesting help from IT.  You may notice changes in the following areas: IT Website, IT Knowledge Base, and IT Service Desk (formerly IT Help Desk). Continue reading “TeamDynamix is coming June 6” →

IT Help Desk hours extended through Feb. 5

Posted on by Fred Darkow

At the beginning of the semester, the IT Help Desk hours were extended to accommodate health and safety concerns due to the surge of the Omicron variant of Covid-19.

The extended hours will continue through Saturday, February 5, as indicated below:

  • 8 a.m. – 5 p.m. — All services – Hale Library walk-in, phone, and email
  • After 5p.m. — Remote services via phone and email, no walk-in services

As needed, further updates will be provided in K-State Today and the IT News Blog. The IT Help Desk hours are available on the IT Help Desk webpage.

If you have any questions, contact the IT Help Desk at 785-532-7722 or email at helpdesk@ksu.edu.

Contact the IT Help Desk for your computing needs

Posted on by Sarah Silva

Welcome, new and returning K-Staters! The IT Help Desk is the place to go for help with any IT-related problems. The IT Help Desk is located in Hale Library on the 2nd floor near the Sunderland Foundation Innovation Lab.Photo of the IT Help Desk
The IT Help Desk can help with password changes, eID problems, Office 365 questions, Canvas questions, connectivity issues, and more.

Visit the IT Service Portal to do the following:

  • Search knowledge base articles, services, and request forms
  • View IT service offerings and submit requests
  • Report issues
  • Ask the IT Help Desk questions

Contact the IT Help Desk

  • Walk-in: Hale Library, 2nd floor
  • Phone: 785-532-7722
  • Email: helpdesk@k-state.edu

See the IT Help Desk website for hours, the status of resources, and other useful information.

Welcome to the fall semester!

Posted on by Cathy Rodriguez

Welcome to the fall semester!The Division of Information Technology provides a variety of resources and services for free. Get your semester off to a good start by checking out a few of them.

  • Get a free copy of Microsoft Office for personal use on up to 5 PCs or Macs, 5 tablets, and 5 phones. See the installation instructions for Mac, Windows, and mobile devices.
  • Connect your mobile devices to K-State’s wireless network.
  • Use our Qualtrics survey system. Faculty/staff and authorized students can use the Qualtrics Survey System. Qualtrics is a comprehensive survey tool with more than 90 question types, simplified reporting tools, online training modules, a library of surveys to peruse, and more.
  • Use Zoom (video and audio conferencing) to meet virtually.
    Use Zoom to set up an online staff meeting, a training session, a class group meeting, beam in a speaker, and more. See the Using Zoom guide to get started.
  • Remote access to software – Remote access to software in the K-State computer labs allows students to use specialized software and avoid having to purchase themselves. Popular software includes SAS, SPSS, Mathematica, and Matlab. Unfortunately, Adobe Creative Cloud is not available for remote access. To see a list of all software available in the computing labs, visit the Software in the Computing Labs page. To learn how to access the software, visit the Remote Access page.
  • Connect with the IT Help Desk

More IT resources for K-Staters are on the Welcome to IT at K-State website. Send any IT-related questions to the IT Help Desk, helpdesk@k-state.edu, or call 785-532-7722. You can also search the IT Knowledge Base for answers to your questions.