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Service Desk Overview & Log in

 

Narrative:

This tutorial gives you an overview of Service Desk, VCU's incident and request management application, and how to log in to the system.  

Service Desk tickets are broken down into two categories, Incident and Service Request.  An Incident is submitted when a user experiences an unplanned interruption or reduction in the quality of an IT service. For example, a loss in Internet or phone service.  All Incidents in Service Desk are assigned a ticket number, which begins with the number 1.

A Service Request is a formal request from a user for something to be provided.  Such as a request for information or advice; to reset a password, or to install a workstation for a new user.  All Service Requests in Service Desk are assigned a ticket number, which begins with the number 4.

The role of the Analyst in Service Desk allows the IT Analyst to create an Incident or Service Request for a customer or assign a ticket to themselves; manage their group ticket queue; start a chat session with a Support Analyst and query tickets submitted for a customer or themselves.

You will access Service Desk through a web browser. You may use the latest versions of Google Chrome and Mozilla Firefox, Apple Safari (version 7 and later), Opera and Microsoft Internet Explorer (version 10 and later).  Please note, if you are using Internet Explorer, be sure to have compatibility view turned off.

To log in to LANDESK Service Desk, navigate to Service Desk and enter your VCU eID and eID password.  If you are unable to login to Service Desk with your eID and password, but you are able to log in elsewhere with your credentials, please contact the VCU IT Support Center to address the problem.

This article was updated: 12/6/2017