ITS services get new identity and a new look
December 11, 2012 •
Say farewell to the TechDesk and hello to the new IT Service Desk.
UCOP Information Technology Services (ITS) has streamlined its services with two changes designed to improve support to the UCOP community. These include a redesign of the IT Service Hub and a new identity for the team that responds to your IT questions, requests and incidents.
ITS last May launched the IT Service Hub, the new ticketing system and portal for handling IT requests and incidents. While overall response was positive, there were some concerns about ease of use. In response, ITS created a customer focus group to get feedback and develop a new layout and functionality.
The new version will go live this Friday, Dec. 14. When you log on to the Service Hub that day, look for a simplified layout and improved navigation. Content is grouped into logical categories to help you quickly find the information you need. In addition, data fields are standardized in three commonly used forms, called report something broken, ask a question and submit other requests. In the coming months, ITS will continue to work with customers to make additional improvements.
IT Service Desk
A ticketing system alone is not enough to streamline customer support. With this in mind, Technology Service Desk Manager Gary Keith has reorganized the former TechDesk into several small units. One of these, the IT Service Desk, is now your single point of contact for IT questions, requests and incident reporting. Led by supervisor Terrell McQuitta, the IT Service Desk is responsible for the following:
- providing a prompt initial response to customers,
- resolving as many issues as possible over the phone or by email, and
- forwarding matters promptly to the appropriate IT support unit as needed.
Effective Monday, Dec. 17, the IT Service Desk will use a new email address – ServiceDesk@ucop.edu – although messages sent to the TechDesk will be rerouted to the correct inbox. You may contact the IT Service Desk in any of these four ways:
- Online via the IT Service Hub
- By email at ServiceDesk@ucop.edu
- By phone at 510-987-0457
- In person at 7116 Franklin
Your questions and feedback are welcome. Please contact Gary Keith at Gary.Keith@ucop.edu or 510-287-3320.
