ITS Priority Support for January 18 - February 8, 2023

ITS Client Services will be providing priority support to classroom issues and network support requests from Wednesday, January 18th - Wednesday, February 8, 2023.  Response times for all other requests will be slower than normal.  We apologize for any inconvenience.

ITS Priority Support for January 18 - February 8, 2023

ITS Client Services will be providing priority support to classroom issues and network support requests from Wednesday, January 18th - Wednesday, February 8, 2023.  Response times for all other requests will be slower than normal.  We apologize for any inconvenience.

ITS CLIENT SERVICES - LIMITED SERVICE DURING FINALS WEEK

ITS Client Services will have limited resources during Finals Week; therefore,  our response times will be longer than usual.  During this time, we will not be accepting any walk-in clients, by appointment only; please submit requests for assistance to its@manhattan.edu.

ITS Priority Support for Aug 29th-Sept 16th

ITS Client Services will be providing priority support to classroom issues and network support requests from Monday, August 29th - Friday, September 16, 2022.  Response times for all other requests will be slower than normal.  We apologize for any inconvenience.

Additionally, please take note of the following office limited support and closure times for our Client Services offices. We appreciate your understanding as during these times you might experience some delays in response time. 

RLC Office (South Campus) 

• Limited Staffing

• Monday: 7:30am - 1:30 pm, 2:30pm - 6:00 pm

• Tuesday: 12:00pm - 3:30pm

• Thursday:  7:30am - 1:30pm, 3:30pm - 6:00pm 

• Friday: 7:30am - 10:00am

• Physical Office CLOSED (No Walk Ins. Time for ticket resolution may be longer than normal.)

• Monday: 6:00pm - 7:00pm

• Tuesday: 12:00pm - 1:00pm, 6:00pm - 7:00pm

• Wednesday: 7:30am - 9:00am, 6:00pm - 7:00pm

• Friday: 7:30am - 8:00am

Jasper Office (North Campus)

• Limited staffing  

• Monday: 7:30am - 9:30am; 3:00 pm - 7:00pm

• Wednesday: 7:30am - 11:00am

• Thursday: 9:30 am - 11:0 am

• Friday: 3:00pm - 5:00 pm

• Physical Office CLOSED (No Walk Ins. Time for ticket resolution may be longer than normal.)

• Monday: 1:15pm - 3:00pm

• Tuesdays: 7:30am - 12:30pm

• Wednesdays: 3:15pm - 5:00pm 

• Thursdays: 7:30am - 9:30am, 1:15pm - 3:00pm 

These dates / times are subject to change and we will update the community with any changes as they happen. We apologize for any inconvenience.

ITS CLIENT SERVICES - LIMITED SERVICE DURING FINALS WEEK

Wednesday, 12/15/21  Jasper and RLC Offices Closing at 4:00 pm.

Thursday, 12/16/21  RLC Office closing at 5:00 pm

Friday, 12/17/21  Due to low staffing, ITS Client Services will be closed; we will be handling emergency issues only.   

We apologize for the inconvenience.

As a reminder, tickets should be submitted to its@manhattan.edu.

ITS PRIORITY SUPPORT AUGUST 30 - SEPTEMBER 10, 2021

ITS Client Services will be providing priority support to classroom issues and network support requests from Monday, August 30 - Friday, September 10, 2021.  Response times for all other requests will be slower than normal.  We apologize for any inconvenience.

Limited Service in the Jasper ITS Office 2/22/21 - 3/5/21

The Jasper ITS Office will have extremely limited service February 22, 2021 - March 5, 2021.  Our response times during this time frame will be longer than usual.  Sorry for the inconvenience. 

If you require assistance, please send an email to its@manhattan.edu or call; x7973.

ITS PRIORITIZED SUPPORT AUGUST 31 - SEPTEMBER 11, 2020

 ITS Client Services will be providing priority support to classroom and network support requests from Monday, August 31 - Friday, September 11, 2020.  Response times for all other requests will be slower than normal.  We apologize for any inconvenience.

ITS Client Services Return to Campus Guidelines

With ITS Client Services returning to campus, we have implemented some procedures that will

strictly enforce social distancing in the offices.   In order to provide the safest environment possible

for Client Services team members and clients, we have implemented the following guidelines:

• Walk-ins to any Client Services office are strictly prohibited.
• We will continue to default to remote support whenever possible.
• In person sessions will be limited to (PPE must be worn by all parties):
• Appointments determined not to be solvable remotely
• Event Setups
• Classroom issues
• Training Sessions that can not be provided remotely (ex: Classroom technology training)
• In person appointments must be limited to 15 minutes to limit exposure
• This means that personal device support may not always be feasible since the client is expected to stay with the device.
• Office doors will be locked.  Clients with appointments will need to knock for entry at their specified appointment time.

Client Services Coverage for the Rest of the Spring Semester [Online Only]

As the college is experiencing some disturbances to its normal routine, ITS would like to take this time to update you about our support plan for the duration of this disruption to normal operations. We are striving to keep our support as smooth and regular as possible. We are also asking you to understand that we are taking precautions by practicing social distancing, to keep everyone safe and healthy. Please keep this in mind as you are reading our updates.

• All physical Client Services office locations will be closed for the duration.  There will be no physical on campus support resources.

• You will need to submit tickets either via email at its@manhattan.edu or, for more rapid replies, use this request form. We will not have anyone answering phones, but will reply to voicemails. The fastest way to reach us is to use this request form.

• We are striving to maintain our normal staffing coverage remotely. As per usual, coverage is reliant on student availability.

• Please also keep an eye on our blog posts and announcements as the situation changes minute by minute, we will update the blog to communicate any changes to operational status. Please follow these instructions to subscribe to the blog.

ITS Client Services Limited Resources During Certain Times in the Spring 2020 Semester

ITS Client Services will have limited resources during certain times in the Spring 2020 semester; these time slots are:

Jasper ITS Office:

Mondays   11:30 am – 2:00 pm

Thursdays   1:00 pm – 3:00 pm

RLC ITS Office:

Mondays   7:30 am – 11:00 am

Tuesdays   12:30 pm – 2:00 pm

Wednesdays   7:30 am – 9:00 am

Fridays   7:30 am – 12:00 noon

During the above times, priority support will be given to classroom and network support requests.  Please plan accordingly.  We apologize for any inconvenience.

ITS Prioritized Support January 14 – 24, 2020

ITS Client Services will be providing priority support to classroom and network support requests from Tuesday, January 14 - Friday, January 24. Response times for all other requests will be slower than normal.  We apologize for any inconvenience.

ITS Prioritized Support 8/26-9/6

ITS Client Services will be providing priority support to classroom and network support requests from Monday, 8/26 - Friday, 9/6. Response times for all other requests will be slower than normal.  We apologize for any inconvenience.

IT Staff from St. Olaf College and Carleton College welcomed at Manhattan College

Left to right: R. Musal, A. Robinson, G. Quaglieni, K. Strode, J. Moberg, H. Malecha, A. McCarthy
IT Staff from St. Olaf College and Carleton College welcomed at Manhattan College 

Manhattan College IT Services Client Services & Operations team hosted IT staff from St. Olaf College and Carleton College in Minnesota. These two colleges are considering choosing TeamDynamix (TDX) service management system to manage their Helpdesk.

The IT staff from the two colleges made a trip out East to learn best practices of how Manhattan College utilizes TDX. As an early adopter of TeamDynamix and a success story for the seamless implementation and deployment of TDX, Manhattan College IT Services serves as a resource for other colleges and universities implementing this system.

Manhattan College ITS has been using TDX since 2013 to successfully manage our IT supports services to meet client requests across campus.  The ITS Helpdesk is able to leverage TDX to handle 9,000+ tickets per year.