Service Desk
Faculty/Staff Forms
- Make a Service Desk appointment for technology needs
- Request a Loaner Laptop - Faculty/Staff
- FRA Purchase Request - Faculty
- Hardware Request & On/Off Boarding of an Employee Form
- Law Center Software and Cloud Services Request
- DocuSign Permission Request Form
- eFax Request Form
- Adobe Software License Request Form
- Network Drop Approval Request
- Georgetown Law Broadcast Email Request
- Claim your Firstname.Lastname Email Address
- Faculty One-off Class Recording Request
- Student Worker Cloud Printing Access to Staff Xerox Machines
- Request for IST approval for non-IST hardware purchases
- Submit Document for Accessibility Check
- AI Request Intake Form for Capitol Campus
GoCard Forms
- GOCard Deposit (Online Card Office)
- GOCard Photo Upload
- Request for a Physical (NFC) GOCard Form
- Payment for GOCard Replacement Fee $25.00
- Authorize Someone to Pick-up Your GOCard
- Door Schedule Change Request (Departmental)
- GOCard Departmental Request Forms
- Requesting Door Access
- Schedule a 15-minute Appointment
- SUA request by Georgetown Sponsor
500 First Ave
All Georgetown Law Center technology support activities are handled by the Information Systems Technology Service Desk (SD). The SD serves as the Single Point of Contact (SPOC) for all end-users (faculty/students/staff) who need help with any technology issues or requests.
Please submit a Service Desk Request via email at caphelp@georgetown.edu, phone 202-662-9284, self service portal or visit us in person at McDonough Hall – Room 152 (Please make an appointment for in person technology needs) to obtain assistance.
Upon submission of your request, you will receive an automated email confirmation with a ticket number. You may also receive additional update emails as we work to complete your request and a final email when your ticket is closed.
In order to receive real-time feedback from our customers, 10% of the tickets closed will generate a link to a customer survey where you can comment on the quality and caliber of the service received.
Please do not hesitate to email capcampuscio@georgetown.edu if you feel that your expectations have not been met.
Reminder: Do not include sensitive or protected information when submitting service desk tickets. This includes student records (FERPA-protected data), social security numbers, financial details, health information, passwords, confidential research data, or personal details such as race, ethnicity, or religious affiliation. If you need to share sensitive information securely, please call our service desk at (202)662-9284 or visit us at the Capitol Campus, McDonough Hall, Room 152.
Latest Updates
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Appointment Request:
Please use the “SCHEDULE AN APPOINTMENT WITH THE SERVICE DESK (IN-PERSON, ZOOM, OR DROP-IN) link on the IST homepage to schedule an appointment for a technician to resolve the following issues:
- Troubleshooting Wifi connectivity
- Password reset
- NFC GoCard (must be approved)
- Mobile GOCard
- GoCard deposit troubleshooting
- Troubleshooting building access and transactions
- IT Supplies or accessories
- Printer installations and connectivity issues
- Telephone moves, wiring and service issues
- Internet connectivity issues – wired and wireless
- Computer issues – desktop and laptop
- Hardware installation (Monitor/Computer)
The appointment request form will generate a Google appointment for you and the Service Desk as well as a ticket for tracking purposes. This process will streamline our service delivery to you as you will be able to schedule the appointment right away instead of waiting for the Service Desk to get back to you after the submission of a ticket.
The current service desk ticketing system will remain in place to track and manage support requests submitted through the appointment form and directly to caphelp@georgetown.edu.
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Priority Levels for Service Tickets
Priority Levels for Service Tickets Priority Time
to
RespondTime
to
ResolutionTime
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EscalatePriority Definitions Critical 15Â Min 2hrs 30 Min Incidents with severe mission critical impact and enterprise wide service outage. Urgent 30Â Min 4hrs 60 Min Certain applications are inaccessible/unusable.
User Machine is not usable.Normal 2hrs 1 business
day120 Min Regular Incidents.
Non Critical anomalies in hardware/software performance.
Localized Incidents.Low 4hrs Variable based on the scheduled appointment. Variable Requests for installation of new hardware/software.
Equipment moved within an office or area.
Provisioning/Deprovisioning.All times provided are for Incidents that occur during normal business hours, as published on the IST Service Desk site. The Law Center Service follows ITIL for its service delivery and service management.  ITIL is an internationally recognized set of concepts and policies for managing information technology infrastructure, development and operations. Utilization of this framework for the Law Center Service Desk ensures the following for the Law Center community:
- A Single Point Of Contact To Request All IT Services
- Specified Support Levels to Set Customer Expectations
- Individual Technician Ownership for each Service Desk ticket
- Feedback Mechanism to Measure Customer Satisfaction
- Ability to track/trend support flow and support Continuous Service Improvement