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SUNY Downstate Medical Center

Division of Information Services

Customer Support Center


IS Service Delivery & Customer Support Center – Service Desk

Manager: Dawn Qiu
phone: (718) 270-HELP
fax: (718) 270-3771
location: BSB 1-26

The IS Customer Support Center, also known as the Service Desk or Helpdesk serves as a first point of contact for all computing and information technology problems or questions at SUNY Downstate Medical Center.

Our hours of operation are from 7 am - 6 pm. After 6 pm support calls are routed to an on call IT Support Analyst to resolve off-hour requests relating to patient care. All after hours issues are handled by an on-call analyst.


NetID

Coming in February 2017 a Downstate NetID will be required to access the SUNY Secure Login. Please continue to use your email login until the final changeover is complete. To find out more, visit the Downstate NetID Information Site.


Additional Help…

NetID Assistance Request »

What's my NetID Username »

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Microsoft Office 365

During the coming months we will be upgrading to Microsoft Office 365, which is the 2016 subscription based version of their productivity suite.

To find out more about how this will affect you, review the Office 365 resources and FAQ's...


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Online Self Service Help? (PDF)

Faculty & Staff

Please click on the link below to generate an online service request. You will be prompted to log in with your Network username and password.

Submit / Check Status of Service Requests »

Students

Please click on the link below to generate an online service request. Please make sure you fill out the form completely before submitting the request.

Submit a Service Request »

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Technicians Mobile Link to Footprints

Access the Footprints mobile web link.

Technicians can log into the site to create tickets, view tickets and update ticket status.

Find out more »

We provide prompt, courteous, and responsive technical support through the Help Desk to the SUNY DMC end user community, by answering phones, routing calls, and providing support for all software and hardware. The staff will foster an environment, which will encourage self-service, provide training, and be a resource center to offer solutions to problems.

The SUNY Downstate Help Desk strives to provide the highest level of customer service by making available accurate technical information, as well as enhancing the flow of information between technical staff members of various departments.

To better serve our users, we have implemented an on line self-service portal, where you can report any IT related problems/issues, monitor outstanding requests, and run status reports. Through this online service you can:

  1. Check the status of your ticket and see who was given the assignment.
  2. Add to or amend what you have requested.
  3. Search the Footprints knowledge database for self help
  4. Submit a ticket rather than sending an e-mail to the Support Desk. Either approach will work. Do not do both.