Skip to main content

Central IT Service Group (CITSG) Support

Contact the Service Desk

Need Help? Submit a ticket:

The Central IT Service Group (CITSG) provides desktop support to more than 20 units. The IT Director for this group is Shari Kearl, slk9@cornell.edu. Supported units include Cornell Information Technologies, the Division of Financial Affairs, Facilities and Campus Services, University Relations, Human Relations, and Environmental Health and Safety.

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 255-5500 and state the 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 is unable to log onto computer, or a hard drive has failed. 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 standard 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, please provide this information if possible to expedite our ability to respond: 

  • 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
  • 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:

Was this page helpful?

Your feedback helps improve the site.

Comments?