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 lawhelp@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. Once your ticket is closed you will receive another email, as our technicians have been instructed to confirm ticket completion with the customer prior to closing it.

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 lawcio@georgetown.edu if you feel that your expectations have not been met.

Latest Updates

  • GoCard Office Relocation:

    The GoCard office services will be relocated to the Service Desk in an effort to streamline our services. You can continue submitting tickets or making appointments to receive support:

    • Pickup a Physical NFC GOCard (must be approved)
    • Mobile Credentials
    • GOCard Deposit Troubleshooting
    • Troubleshooting Building Access and Transactions
  • Appointment Request:

    There are two new ways to request support through an appointment:

    Please use the SCHEDULE AN APPOINTMENT WITH THE SERVICE DESK AT THEIR OFFICE link on the IST homepage to schedule a 15-minute appointment to visit the IST Service Desk at McD 152 for a technician to resolve the following issues:

    • Troubleshooting Wifi connectivity
    • Password reset
    • NFC GoCard (must be approved)
    • Mobile credential
    • GoCard deposit troubleshooting
    • Troubleshooting building access and transactions
    • IT Supplies or accessories

    Please use the SCHEDULE AN APPOINTMENT WITH THE SERVICE DESK link on the lawhelp@georgetown.edu.

  • Shipping Packages (Technology Items):

    Please use the following address to ship packages for technology related items so that they can be received and signed by appropriate personnel for tracking and deployment.

    IST

    Georgetown Law 

    600 New Jersey Avenue NW, Room 152

    Washington DC 20001

    If purchasing from GMS via PunchOut, the ship-to address should show as the following (search for McDonough Hall to get the best listing):

    600 New Jersey Av NW McD 152

    Washington, DC 20001

    You can then use the appointment scheduler to request the installation of your technology order.

Priority Levels for Service Tickets

Priority Levels for Service Tickets
Priority Time
to
Respond
Time
to
Resolution
Time
to
Escalate
Priority Definitions
Critical 30 Min 4hrs 30 Min Incidents with severe mission critical impact and enterprise wide service outage.
Urgent 60 Min 8hrs 60 Min Certain applications are inaccessible/unusable.
User Machine is not usable.
Normal 4hrs 3 business
days
120 Min Regular Incidents.
Non Critical anomalies in hardware/software performance.
Localized Incidents.
Low 8hrs 5 business
days
480 Min Requests for installation of new hardware/software.
Equipment moved within an office or area.
Provisioning/Deprovisioning.

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