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Central IT Service Group (CITSG) Support

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The Central IT Service Group (CITSG) consists of more than 20 units for which CIT provides desktop support. The IT Director for this group is Shari Kearl, slk9@cornell.edu. Supported units include CIT, DFA, FCS, UCOMM, HR, and EHS, among others.

Learn More About CITSG Support

Response Time

Under normal conditions, CIT’s target response (a response is when a request has been acknowledged and assigned) for typical support requests is one business day. Management staff monitor requests remaining in the queue and assign priority based on the following criteria:

Urgent
Any unscheduled outage with wide-ranging business impact requiring immediate resolution, or problems that would affect the productivity of multiple people. For example, services unavailable due to the server being down. For Urgent requests, call 5-5500, state issue as “Urgent”. Response time: within one business hour.

High
Issue affecting a single customer who cannot perform their job. For example, a computer will not power up, a customer unable to log onto computer, or hard drive failure. Response time: within 4 business hours.

Normal
Issue affecting a single customer, limiting their ability to perform their job. For example, a customer is unable to print to a particular printer, but can print elsewhere. Response time: within one business day.

After-hours Support

If you're contacting support after normal hours, on the weekend, or on a holiday, please e-mail citsg@cornell.edu.

If your issue is urgent, please follow up with a phone call to 607-255-5500 as soon as the IT Service Desk opens (hours are 8am-6pm ET, Monday-Friday).

Helpful Information

When reporting an issue, the following information is helpful to us:

  • The problem you are experiencing;
  • The equipment you are using, including operating system, if applicable;
  • What triggers the problem, if it can be identified;
  • Any error messages you have received, with screenshots, if possible;
  • How often the problem occurs;
  • What steps you have taken to try to fix it, if any; and
  • The best way and time to contact you.

Always identify yourself as a member of the CITSG Service Group to help the IT Service Desk efficiently manage your problem or request.


Service Details

Cost:

For Fee

Regulated Data:

Not applicable or information not available.

Support Contact:

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