SUBJECT:

Extended Service Desk Hours and Other Enhancements

In an effort to support the evolving technology needs of faculty, staff, and students, IT Services is announcing a few enhancements to our Enterprise Service Desk.

-Extended Service Desk hours: Beginning fall quarter, Service Desk hours will now be 7 a.m. - 10 p.m., Monday through Friday (previously coverage went to 7 p.m.). After hours on-call support is available from 10:01 p.m. to 6:59 a.m. Over the coming months, we will offer support via live chat and interactive virtual agents.

-New call center service: We’ve deployed a new system that powers the Service Desk phone tree. This integrates directly with our case management system, ServiceNow. It allows us to more efficiently track and triage cases for faster completion. We can also obtain more granular metrics to ensure we are providing the best possible customer service. You can view some high-level metrics supporting our Service Level Agreements (SLAs) at https://blink.ucsd.edu/sponsor/ITS/about/metrics.html

-New and expanded features at the online IT Service Hub: Articles are regularly added to the knowledge base and we’ve deployed an IT Service Catalog, your one-stop location to view and order customer-facing IT services. Customers can track progress of their cases and view their case history. Check out all the features of the IT Service Hub at https://servicedesk.ucsd.edu/

In addition to walk-up tech support provided at AP&M, we’ve opened another walk-up support location at Torrey Pines Center South. The Tech Hub @ the Hive offers face-to-face support and expertise for your computing needs. Find out more at https://blink.ucsd.edu/technology/help-desk/hub-at-hive.html

Brett Pollak Director, Workplace Technology Services IT Services