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Wilfrid Laurier University Information and Communication Technologies
October 25, 2014
 
 
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ICT Support: Employee Service Desk

ITS introduces new customer portal July 3

Communications, Public Affairs & Marketing

Jul 3/12

Laurier’s Information Technology Services (ITS) will introduce a new work order customer portal across all Laurier locations on July 3.

Now, rather than emailing the Employee Service Desk with a work order, staff and faculty are encouraged to enter their ITS service request – or “ticket” – through a new online customer portal using their Novell/GroupWise username and password. Clients will receive an automated email with the details of their ticket as well as a ticket number. Clients will be able to update their ticket with new details if they become available, track the status of their service request, and receive an email when their ticket has been resolved.

With other features such as a bulletin board for ITS service announcements, the ability to attach a file and a screen shot to explain each issue in detail, and a form for IT project requests, the new system is designed to improve service delivery, enhance efficiency and provide visibility into ITS service requests. The customer portal will also randomly ask clients to complete a two-minute survey about ITS services, which will enable ITS to continue to improve and meet the needs of its clients.

If clients call the Service Desk for items that require an onsite visit from an ITS Support Specialist to resolve the issue, then a ticket will be logged for the user and he or she will receive a confirmation email and will be able to track the ticket status using the portal.

The ITS Service Desk customer portal can be found at https://itservicedesk.wlu.ca, from the link on the right-hand side of the ITS Homepage. You can click here to view the Customer Portal Quick Reference Guide.

Clients are still able to call the Employee Service Desk at Waterloo ext. 4357 or Brantford ext. 5725.For further information, please contact Melanie More-Duckworth, Manager, ICT Student Support at mmore@wlu.ca

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