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ITS Service Desk Rolls Out New Name and Service Model to Support Campus

The new ITS Service Desk is open in the University Library Monday-Thursday from 9 a.m. to 11 p.m., Friday from 9 a.m. to 5 p.m., and Sunday from 2 p.m. to 8 p.m. (Photo by Patrick Dodson)

ALBANY, N.Y. (May 16, 2019) -- Information Technology Services (ITS) is launching a service-based support model for its help desk operations along with a new name—the ITS Service Desk.

ITS Service Desk Website
The New ITS Service Desk website has been simplified to provide easier access and a smoother experience for ITS customers.

Students, faculty and staff will have three options to request IT help and services and report problems—submit a ticket through a new online form, visit an in-person service location, or call (2-3700).

This new service model will operate as a single team, under the leadership of Andrew Lyons, Service Desk Manager, and allow improved responsiveness and quality of service.

As part of the initial changes, the ITS Service Desk has created a single general help request form to be used by all faculty, staff and students. In addition, AskIT -- the self-help knowledge portal for IT service questions and answers -- is getting a makeover.

The new-look web portal for the Service Desk takes a simplified approach for receiving assistance. With the click of a button, you can now:

The new Service Desk page also provides quick links to the AskIT knowledge database, along with an extensive list of training and workshops available.

In-person services are available at both the uptown and downtown campus locations:

  • University Library: Monday-Thursday from 9 a.m. to 11 p.m., Friday from 9 a.m. to 5 p.m., and Sunday from 2 p.m. to 8 p.m.
  • Husted-002: Monday-Thursday from 9 a.m. to 8 p.m. and Friday from 9 a.m. to 5 p.m.

The ITS Service Desk team will manage all these operations behind the scenes as a single unit. This will allow the team to more effectively and efficiently support a wide range of technology questions and service requests and monitor for developing critical incidents. The consolidation of the team and contact methods will make it easier to ask for and get help when people need it.

“The new ITS Service Desk streamlines how the UAlbany community interacts with ITS and ensures that requests for help or services or reports of problems are managed effectively to provide answers and resources that allow our university community to learn, teach, and work effectively,” said Lyons. “Students, faculty and staff should expect a more consistent and holistic approach in response to their service needs.”

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