Unified Service Desk Partnership
The first project the unITe group chose to investigate was an integrated IT Service Desk for students, faculty, and staff. In 2019, there were 10 IT Service Desks across the system. As a result, students and employees were unsure who they should contact to receive assistance with IT issues. Several IT units across the system began a partnership and introduced the UofSC IT Service Desk. The Division of Information Technology, the College of Social Work, the College of Pharmacy, Honors College, Moore School of Business, the School of Law, Athletics, the College of Engineering and Computing and the College of Arts and Sciences now use a single ticketing system and service desk to report IT issues and make IT requests.
The UofSC IT Service Desk allows for a single point of contact for all IT service requests and assists in improving the delivery of service and provides a unified experience for all students, faculty and staff. All remaining units will complete their transitions into the UofSC IT Service Desk model by January 31, 2021. The transition has been positive.
“This was a very positive step towards improving IT customer service. The unified IT Service Desk provided a more efficient way of placing tickets for the Honors College staff members. Staff members do not have to determine if a resource is supported by Honors IT or DoIT. It's all in one location for them. They now have the ability to see the live status of their requests. In addition, I now have the ability to assign tickets to my student assistants and they will be able to work on tickets together.”
Thomas Holmes, Director of Information Technology, Honors College