IT Service Desk
What is ServiceDesk?
ServiceDesk is a web-based IT help desk platform that enables students, faculty, and staff to submit and manage technology-related support requests efficiently. Serving as a centralized point of contact for IT services, ServiceDesk streamlines communication and request management through an automated ticketing system.
Faculty, staff and students may submit requests by emailing servicedesk@susla.edu, which will automatically generate a ServiceDesk ticket. To ensure requests are properly documented and processed, please do not send IT support requests directly to individual technical staff member.
All requests must be submitted through ServiceDesk by email. Requests that are not submitted through the ServiceDesk system cannot be tracked or processed through the official support system.
What features does it offer?
Here is summary of features available to you when you submit a work-order using ServiceDesk. These features are designed to streamline support requests and improve response times across campus.
- Email Integration: Emails sent to the ServiceDesk are automatically converted into service requests for tracking and resolution.
- Automated Notifications: Confirmation messages and status updates are sent to users and assigned technicians via email.
- Request Classification: Service requests are automatically categorized and assigned based on priority, service type, and technician availability.
- Service Level Agreements (SLA): Requests are prioritized according to defined response and resolution timeframes to ensure timely support.
- Reporting and Analytics: ServiceDesk provides reporting tools that help monitor IT service activity, workload distribution, and response performance.
Support Services
The DoIT ServiceDesk provides technical assistance to support the academic and administrative needs of the campus community. Common support services include:
- Password resets and account access assistance
- Wi-Fi and network connectivity support
- Software and hardware troubleshooting
- University email support
Our goal is to identify innovative ways to enhance client services in the most efficient and timely manner possible. By allowing users to submit IT work order requests directly through email to the ServiceDesk, we provide a simple, user-friendly alternative that eliminates the need to navigate complex tools or systems. This approach is designed to increase staff productivity and improve the overall student experience by ensuring technical issues are reported easily and resolved as quickly as possible.