Check out new IT Service Hub for TechDesk service
June 5, 2012 •
Have you tried the IT Service Hub? ITS’s new ticketing system and portal was launched May 24 to streamline internal management of TechDesk tickets and enhance interactions with the UCOP TechDesk.
Although you can still contact the TechDesk directly by e-mail, phone or in person, the IT Service Hub provides an additional method for interaction. You can easily make requests, check the status of your open TechDesk tickets, get tips about common problems you might be able to fix yourself and find up-to-date system outage news if e-mail is down.
New questions or issues sent to the TechDesk beginning May 24 will be tracked in the IT Service Hub. Tickets opened with the TechDesk before the Service Hub opened will be completed using the old system.
If you still have questions or haven’t tried the Service Hub yet, there will be one final information session to answer questions, provide tips and gather feedback. You may attend via ReadyTalk webinar (dial 1-866-740-1260; the pass code is 987-0765#) or in person on Thursday, June 7, 11:00 a.m. to 12 p.m., in Franklin Lobby 1 Conference Room.
Director of Infrastructure Services Shirley Bittlingmeier said the new system will provide ITS with immediate feedback about the quality of customer support via surveys and enable better integration among the technical units to resolve tickets in a timely manner.
“We are excited about the new ticketing system because we believe it will help us provide better and faster customer service,” she said. “Besides the tools it puts in your hands, the IT Service Hub will work behind the scenes to streamline ticket generation and lead to faster resolution of problems.”
