The admin team reminds you to follow the below outlined process when you are experiencing computer or other technological problems.
- If you are having an IT issue, you can and should put in a ticket to IRT yourself by calling 5-8000 or entering your request online at https://stanford.service-now.com/services.
*IMPORTANT: When you put in the ticket, provide as much specific information and be as clear as possible, including your building location and cube/office number, if you have a desktop or laptop, if you have a PC or Mac, software version, etc. and an exact description of the problems your experiencing, and if it’s a work-stoppage problem or not. The more information they have, the more likely they can assess an issue and help to solve it.
- HOLD ON TO the automated confirmation email you receive after inputting the ticket, which includes your incident/request number. If you called IRT on the phone, ASK the IRT staff for the incident/request number prior to hanging up.
- If you are at a standstill and need a computer to work while waiting for IT assistance, please see Amanda Sullivan to check out a loaner laptop (or any of the admin. team if she is not available).
- If you don’t hear back from an IRT personnel within 24 hours with an update, you need to REPORT THIS BACK to IRT. Call 5-8000, provide them with your incident/request number, and let them know when you submitted the original request. Ask them when you can expect to hear a response/reply. If the timeframe they provide is not reasonable for the type of issue you are having, politely ask to escalate the issue explaining any particulars of the situation.
- If no resolution comes from your first attempt to escalate the issue with IRT, please contact Christy Baker so she can assist in escalating the issue on your behalf as she works closely with IRT to ensure smooth services for the department as a whole.
If you have any questions, please reach out to the admin team. Thank you for your help!
Christy, Amanda and Brittany