TEXAS A&M UNIVERSITY
Help Desk Central
Audience: Help Desk Central staff and support technicians
Purpose: Internal documentation, procedures, and resources for frontline IT support
Quick Links
| Resource | Description |
|---|---|
| ServiceNow | Ticketing system |
| Knowledge Base | User-facing knowledge articles |
Overview
Help Desk Central (HDC) serves as the primary point of contact for Texas A&M University's IT support needs. This section contains internal documentation, procedures, and training materials for HDC staff.
Sections
Documentation is organized into the following categories:
- Procedures — Standard operating procedures for common requests
- Training — Onboarding materials and skill development
- Scripts — Approved responses and communication templates
- Escalations — When and how to escalate issues
Questions? Contact the HDC leadership team.