Enterprise IT User Support Management

The IT User Support division is part of the Enterprise IT Services (EITS) Department. This IT division provides the front-line support (via phone, walk-in, and support ticket) for USEK community (students, faculty, and staff) on the use of the offered IT services for both on-campus and online activities. It is also the first point of contact for reporting incidents (e.g., when services are unavailable or malfunctioning) and service requests.

The IT User Support division is mainly responsible for the following:

• Recording and monitoring end users’ IT related incidents and issues;
• Receiving inquiries and service requests from end users;
• Providing initial assessments of IT related issues to determine the urgency, prioritize the incidents and attempt to resolve these issues;
• Escalating issues to the appropriate division within the EITS department or referring users to the appropriate office within USEK, if applicable.

The office of the IT User Support division is located next to the Student Support offices and can be reached via phone, walk-in, or email/ticket at it.servicedesk@usek.edu.lb