Service Group


Service Dependencies


Service Department:

Operations and Enterprise Management

Service Description

Brief Description:
Training is offered on a variety of topics and applications including computers, classroom technology, cybersecurity, OneDrive, Teams, and many other applications. 
Training is provided as short specific sessions that incorporate collaboration and multimedia options including practice exercises and assessment of each session.
Available Hours:
Training sessions are offered face-to-face, self-paced, online, and one-on-one.


How to Access:

Department specific training can be scheduled by filling out the training request form located on the Training Forms page or by selecting the Book Appointment or Training Sessions link.
Training sessions are canceled 24 hours in advance of the training session if no attendees have registered. The link to real-time online training sessions is located on the Information Services training site under the events section at the top of the page. Register for a training session in NEOED. To record your attendance for a training session log into OnBase and fill out the Training Attendance Record form.

Training Available;
Contact the Service Desk for questions about training. 


All service level requests will be initially handled by the Service Desk. 

Priority Levels and Response Times:
A priority system will be applied to all calls and tickets by the Service Desk and routed to the appropriate department according to the following criteria:
Priority, Impact, Definition, Response Time, and Resolution Time

Priority: 1
Impact: Critical
Definition: A number of college systems impacted or affects multiple people significantly
Response Time: Within 30 minutes
Resolution Time: 4 business hours or until fixed
Priority: 2
Impact: High
Definition: Affects small number of people significantly
Response Time: Within 1 business hour
Resolution Time: 10 business hours
Priority: 3
Impact: Normal
Definition: Affects small  number of people, but work can still be performed
Response Time: Within 3 business hours
Resolution Time: 24 business hours
Priority: 4
Impact: Low
Definition: Affects One person, but work can still be performed
Response Time: Within 1 business day
Resolution Time: 48 to 72 business hours


Report a Problem

Problems with this service should be reported to the ITS Service Desk. The Service Desk is available Monday-Friday 8:00am-5:00pm. You can contact us directly by calling 704-216-7200 or by visiting our Service Desk Portal site. A ticket will be created to track this issue and provide further communications. 


Documentation and Videos

Creation date: 11/22/2021 2:01 PM      Updated: 4/11/2024 9:39 AM