The Employee Center / Service Desk offers ACS technology support and services. ServiceNow, the Service Desk platform, is new!
These resources will help you navigate the new ServiceNow platform: Employee Center QRG, ServiceNow Reimplementation FAQs, and Employee Center Mobile Enabled.
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When do I submit an Incident?
Incidents are disruptions to normal service. They refer to any unplanned interruption to a service or a reduction in the quality of a service and require a response to restore service. They usually are an issue that impacts a user’s ability to perform tasks or work.
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What are some examples of an Incident?
password reset
a laptop malfunction
application performance issue
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How do I determine urgency when submitting an Incident?
Select “1-High” if the issue is preventing you from working and you are available immediately to work with the Service Desk to resolve the issue.
Select “2-Medium” if the issue is preventing you from working normally, you found a temporary workaround, and you are available within a day or two and can tolerate a short delay.
Select “3-Low” if the issue is inconvenient but you can tolerate waiting a few days before resolution.
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When do I submit a Request?
A request is a formal or informal inquiry for a change, addition, or removal of a service that is not an incident. It is usually a predefined action and involves standard services or changes. It usually does not involve restoring access to something that is currently unavailable.
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What are some examples of a Request?
account credentials
new hardware/software
license allocation
access to systems
new user accounts
security-related tasks
Chat
In the Employee Center, connect with the Virtual Agent by clicking on the chat icon in the website’s lower right-hand corner, or you may use the Chat in the ServiceNow Teams app. A live agent can be reached by clicking on the chat icon on the website. Once the chat window opens, click the ellipsis (support options) and choose live agent.
Call
1-877-243-5753
Employee Center Videos
Flip through the ebook videos on how to use the Employee Center features. There is no audio but feel free to hum along.