ITS Service Desk

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The Service Desk is the single point of contact between ITS and all other users. It has two main focuses: user request management, and communication.

All ITS support operations are provided through the Service Desk using the Service Desk Management System to track Support Requests. All IT related requests must be addressed to Service Desk, through different means listed in section How to Get Support.

What the Service Desk Management System is?

The Service Desk Management System accessible at: http://sd.aui.ma is your portal to our Service Desk. The system contains three main sections:

1. The News section,

2. The Downloads section,

3. The Ticket creation section. The Service Desk System requires authentication both for the submission of a new ticket and for accessing the download section.

The credentials it takes are the ones of the Network Account, using your NetID. (Visit the Section Account & Access Management for further information).

How the Service Desk Management System works?

Requests addressed to Service Desk yield a service ticket which is returned to the requester by email. The service ticket indicates that the request has been received, and that it has been scheduled for processing. ITS Service Desk addresses IT requests in a transparent way across all ITS divisions. For some operations involving other departments such as Grounds and Maintenance, the requester may have to issue two requests. For better service, a request to Service Desk must comprise at least the following items: the exact description of the problem or need, the location, the phone extension, and when you will be available.

All IT related requests must be directed to the Service Desk either through the Service Desk Management System – preferred and accessible at http://sd.aui.ma, or by dialing 666 only for Internet outage emergency requests, or for reporting major system outages.

All major incidents and system wide outages are communicated timely by the Service Desk via email and via the SDMS on its ‘News’ section – accessible at: http://sd.aui.ma/news

Any service change, planned outage, or new service offering is also communicated via the same channels.

a. How to get IT support

The Information Technology Service Desk exists to ensure a single point of contact between all members of Al Akhawayn University community and the IT department serving it. The Service Desk is here for you to help and ensure all IT services of the University that you need to perform your duties and responsibilities as per your position work for you. However, the service desk does not support everything related to IT! Please note the details of IT level Support provided by the Service Desk under the section “What we support”.

There are multiple ways to get technical assistance from the Service Desk (SD), which is available every day including University holidays in accordance with the Out of hours IT Support Schedules.

SD Online Request

Submit your issue to the Service Desk through the Service Desk Management System by logging in to your SD account. 

 If you are having any IT related issue, you can submit a help ticket here. Your request will go directly into our service queue and be responded to on a first-come, first-serve basis.

Telephone Support:

Call the Service Desk at 666.

Walk-In Support:

Visit the Service Desk located in Building 9, first floor.

Opening Hours: From 8:30 am to 5h30 pm, lunch break from 1:00 pm to 2:00 pm.

Service Desk Working Hours

Regular working hours

The Service Desk regular working hours are from 8:30 AM to 5:30 PM on all working days. However, and for better service, the Service Desk extends its support hours to cover from 8:00 AM to 12:00 AM on all weekdays including weekends.

Out of Hours IT Support

Our Service Desk is available from 8:00 AM to 12:00 AM on all weekdays including weekends. The official support hours are the ones mapping to the University’s working hours- from 8:30 AM to 5:30 PM from Monday to Friday with a one hour lunch break between 1:00 and 2:00 PM. The extended or out of hours IT support have been added to provide you with more assistance and increase the availability of the IT services you use. Out of Hours IT Support is meant to receive all your calls and handle the first level ones. It is also meant to quickly handle detected and/or received notifications of general or major incidents which affect the course of running of major processes of the University. Out of Hours IT Support is mainly to provide assistance over the phone. Technical visits, if needed, are most likely to be reported to the official support hours.