Navigating Tech Support: Your Guide to the ITS Service Desk 

Monday 04/22/2024

The ITS Service Desk is the first point of contact for any technology or service-related issues here at FSU. The Service Desk is available and ready to help all members of the FSU community, including students, alumni, faculty and staff. The most frequent issues that the Service Desk offers help with are Account Access and Device Support. Account Access refers to your FSUID, passwords, EMPLID, and Duo. Device support covers a range of issues, such as virus and malware removal and device troubleshooting. 

“At the Service Desk we begin every customer contact with the focus on managing the user’s experience. We must be great every time!”  

-Lisa Martin-Brown, Associate Director of the ITS Service Desk 

Once you’ve identified your tech-related issue, your first step should be to check out the FSU Service Status page. This site will provide you with up-to-date information on our service operations and will notify you if any services are currently down. If that doesn’t solve your problem, you can contact the ITS Service Desk. 

There are a few different ways you can go about contacting the Service Desk. To start, you can head to the ITS Service Desk listing on the Services page of the ITS website. In the bottom right corner of that page, you will see a drop-down list with the following options: 

  • Call (850) 644-4357: This is the phone number you can use to contact the Service Desk directly. If it is a simple fix, they will help you troubleshoot the problem. If you require further assistance, they will create a case for you that will route the issue to the correct contact to help. 
  • Chat: Another option is to utilize the AI Chatbot for quick troubleshooting tips. This is a good tool to use if you are outside the service desk’s working hours and can’t speak directly with an employee. 
  • Submit a Case: If you have identified the reason behind your issue and its relevant department, initiate a Salesforce case. This will direct your query to the appropriate department, facilitating their prompt assistance.

The ITS Service Desk is directly tied to the services associated with ITS and University partners. To view the full list of services and their descriptions, visit the Services page on the ITS website.