We are pleased to announce the launch of our new IT Service Center on Sunday, August 16, the new IT service request platform designed to make it easier for you to request IT services, report issues, communicate with IT, and track progress in one place.
With improved self-service options and better visibility into request status, the IT Service Center provides a simpler and more convenient way to get the IT support you need.
As we transition to the new platform, all new requests will be handled through the new IT Service Center itsc.kaust.edu.sa, existing tickets in the old platform will continue to be supported until they are fully resolved and closed.
Highlights of the new experience
- Simplified communication and tracking: Communicate directly with IT through your ticket. Track your request from submission through resolution in one place.
- Improved resolution process: If additional work is needed after a ticket is resolved, you can reopen it within 48 hours.
- Your feedback, our improvement: Once your ticket is closed, you will receive a short survey to share your experience
- A simpler, more intuitive experience: Navigate a cleaner, more modern interface designed to help you quickly find the right service and submit requests with ease.
This new platform is part of our continued effort to make IT services easier to access, more transparent, and more responsive to the needs of the KAUST community.
Let us get you started
To help you get started, IT will be hosting pop-up help desks in Buildings 16 and 18 during the launch week, where our team will be available to answer questions and guide you through the new experience.
For a guided walkthrough of the platform and live Q&A, join one of our virtual training sessions. These are informal, drop-in sessions, with no registration required; you can join at any time during the hour. Simply add a session to your calendar using one of the links below and drop in whenever it suits you.
Adding a session to your calendar: Select your preferred session to download the calendar file. For Outlook, simply open the file and add the event. For Google Calendar, import the file through Settings > Import & export > Import.
To learn more, visit the IT Service Center Info Page, where you will find short how-to videos and tutorials to help you get started at your own pace.
Thank you for your cooperation and continued feedback.
If you have any questions or require assistance, please do not hesitate to reach out through the following channels:
- Submit a ticket at itsc.kaust.edu.sa
- Contact the IT Service Desk at 910 or 012-808-0910 (Every day, 8:00AM-5:00PM, with a lunch break from 12:00PM-1:00PM)
- Visit our walk-in support desk during business hours (Sunday – Thursday, 8:00AM–5:00PM, with a lunch break from 12:00PM-1:00PM)
- Talk to the chatbot VITA at it.kaust.edu.sa
KAUST IT
it.kaust.edu.sa