Description

The IT Help Desk provides NKU with a centralized point of contact for technology questions and IT services for NKU students, faculty and staff.

The IT Help Desk provides remote support for:

  • All IT products and services
  • Microsoft and Apple operating systems
  • Referrals of questions to appropriate campus offices

Support for other operating systems, applications, services, and environments are provided on a best-effort basis. Routine requests are typically addressed within two business days.

Users wanting walk-in assistance should visit the Norse Tech Bar.

Response rates to customer requests (as defined in our SLA)

Severity Level Example Response Time* (during business hours)
Critical

Campus network is down

Classroom projector is not working

20 minutes or less
High

No workaround for customer

Problem is severely impacting productivity

2 hours or less
Standard

Not severely impacting productivity

Software install

8 hours or less
Low

General IT questions

Long range planning questions

40 hours or less

*Only applies to submitted service requests and emails. Response time is defined as the time it takes for us to respond to the customer, not the total resolution time.

Users

  • Faculty
  • Staff
  • Students

How to Request Service

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Availability

Mon-Fri: 7 a.m.-10 p.m.

Sat: 8:30 a.m.-5 p.m.

Sun: 12:30 p.m.-midnight (closed during summer)

Hours may differ on holiday, spring, winter and summer breaks.

Division Responsible

IT Help Desk

Related Resources/Services