Ask the NIH IT Service Desk: About Your Service Request

Have you ever wondered what happens when you submit a service request to the NIH IT Service Desk? Perhaps you've wanted to ask things like: Does it matter in any way whether I submit requests online or by phone, and if so, why? What happens to those things you call cases or tickets or whatever?

If so, you're not alone because at the NIH IT Service Desk, we get questions not just about technology but also about what happens behind the scenes of a service request. We've even been asked whether we fix vacuums (note: we don't). We want to take the time now to answer some of the most burning questions about service requests.

Q: Why should I call the NIH IT Service Desk?

A: First off, is your problem IT related? Calling the NIH IT Service Desk about a vacuum cleaner is probably not going to help you (yes, we've had that call). If it is an IT problem, calling the NIH IT Service Desk is the way to receive the fastest service. When something is not working, and you need a resolution quickly, we recommend using the phone. An agent can try to resolve the problem over the phone or escalate it with the proper urgency to the correct group or technician.

Q: What happens to my request when I use the online form?

A: There are quite a few things we do to respond quickly to your request. We initially review the request to determine which first responder it needs to be routed to. We also look at the urgency of the request to make sure it is placed in the appropriate order in our work queues. Online requests should be for anything that is a typical or routine request, one that isn't preventing you from doing your normal business.

Q: How can we, as customers, submit feedback?

A: If you use the NIH IT Service Desk, you may notice that we send email receipts to help track your request. The final receipt is sent to you when the agent who has worked on your case (your request, which is also called a "ticket") has resolved it. The case has been resolved when the agent has confirmed that it has been completed to your satisfaction. If you, as the customer, are not satisfied, you may reopen the case by following the instructions in that email. You have two business days to reopen a resolved case. After that, this specific ticket is closed and cannot be reopened. You will be sent a customer satisfaction survey at that time, which is an excellent way to share your feedback on how your request was handled.

We hope these responses were helpful, and remember, if you have any other questions you'd like answered, please contact the NIH IT Service Desk at http://itservicedesk.nih.gov/support or call 301-496-4357, 301-496-8294 (TTY) or toll free at 866-319-4357.

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