July 2013 marks the opening of the Technical Support & Network Operations Center (TSNOC), a state of the art facility created to more efficiently meet Tulane computer user needs.
Front line of User Support
TSNOC specialists are Tulane employees located right here on campus in the Technology Services offices at 1555 Poydras Ave. TSNOC specialists represent the front line of user support, answering technical support calls from Tulane students, faculty and staff. They proactively monitor all critical Tulane enterprise servers, software applications, and the university network so that problems can be identified before they affect Tulane users. Problems that cannot be resolved by TSNOC specialist are escalated directly to staff responsible for that technology for a quick resolution. The TSNOC replaces our remote help desk.
Revamped Self Service Portal and Knowledge Base
Tulane users now have access to a newly designed online Self Service portal and Knowledge Base at https://tulane.service-now.com/. This is a centralized location where users can find answers to technical questions, request new services, submit and track incidents, or reach a TSNOC specialist via chat.
For more information about the TSNOC contact Tom Gerace, Assistant Vice President for Enterprise Services.
For technical support
Technology Services, Tulane University, New Orleans, LA 70118 -- TSNOC: 1-866-276-1428 -- firstname.lastname@example.org