SUBJECT:

IT Services Launches New Self-Service Customer Portal

Information Technology Services (IT Services) is launching a new, centralized technical support Service Desk portal to better serve our students, faculty, researchers, and staff. Customers can begin submitting technical problems and requests for technology services through the portal beginning October 24, 2016. In addition, there will be new email and phone contact options. To make this transition to the new system easier for customers, we will redirect existing phone calls and emails to the new Service Desk for an interim period. As part of our commitment to providing campus customers with the best service possible, this new portal will provide an enhanced support experience, including the ability for customers to track issues throughout the support experience.

Please note that these service enhancements do not supersede the help desk process you have been asked to follow by your local sysadmins.

When you connect with the new Service Desk, you will work with a dedicated support technician who can provide assistance with many common technical issues. Technicians will escalate issues to technical specialists for more in-depth support, as needed. There will be four ways of contacting the new Service Desk:

Self-service portal

·Submit your request for help or report something broken
·Review the status of your open items
·Help yourself to how-to information and instructions

New email address
New phone number
Walk-in: AP&M 1313, First floor / Weekdays, 8 a.m. - 4:30 p.m

. The ITS Service Desk strives to provide customers with an excellent support experience. Your feedback is an invaluable part of our continuous improvement process. Following the resolution of your issue, you will receive a satisfaction survey allowing you to rate your experience.

All new Service Desk contact details will be updated online as of October 24. Prior to October 24, you may visit http ://blink.ucsd.edu/technology/help-desk/service-desk.html for more information about what to expect from this new service enhancement, as well as view a demo of the new ITS Service Desk Customer Portal Experience.

We look forward to continuing to assist with all of your IT-related requests and issues. For additional questions regarding our new Service Desk support tools and policies, please email its-servicedeskproject@ucsd.edu .

Brian DeMeulle Executive Director IT Infrastructure & Operations