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Information Technology Rolls Out New Service to Campus

You may have received a new and unexpected email from the Information Technology HelpDesk this semester.   These messages are sent by a new system that IT is using to  manage the daily problem reports and service requests. Installed over the semester break, the Helpdesk Portal went live on January 19. Since that first day, IT has recorded over 1100  incidents reported via email, phone or in-person.

The new system brings important improvements to the way faculty, staff, students and IT, enter, monitor and respond to requests. In addition to the traditional methods of contacting IT for support, individuals can now enter calls directly into the new HelpDesk Portal. Visit http://helpdesk.lemoyne.edu and login using your username and password. Once you log in, you can enter a new incident or service request, check the status of recent requests, and review previous requests.

How can I enter a request into the system?

Using any web browser, from any location (both home and on campus) visit http://helpdesk.lemoyne.edu and sign in using your username and password.


Once in the system:

  1. Click on the “submit new” button.
  2. In the “summary description field,” enter a brief description of the problem you are reporting.
  3. Select a “Category”, “Sub-category” and “Problem Type” from the drop-down menus to further describe your issue.
  4. Use the “urgency” and “impact” drop down fields to describe the severity of the problem.
  5. Enter a detailed explanation of your issue in “description” field.

The more information that you provide, the better we will be able to  understand the exact nature of your issue. You can also attach a file illustrating your problem or, if there is a specific error being displayed, you can use the “capture” button near the bottom of the screen.  Click on the capture button, hold down the left mouse button and drag the cursor off the button. The HelpDesk Portal will automatically capture the screen displaying the  message and attach it to your request.  To submit your information, click on the “submit” button.  Note the capture feature will only work in Internet Explorer

Will I receive information on my request?

One common concern we heard with the old system was that people were unable to check the status of a request once it has been submitted to IT and couldn’t determine whether a voice or e-mail message had been received.

With the new system, this has changed. When you enter a request online, contact us via phone or in person, or email helpdesk@lemoyne.edu, you will receive an email confirmation.    You will now know that IT received your request.  You can also review the information recorded with your request.

This email will contain a direct link to the Helpdesk Portal  to check on the status of your request.  When the request is resolved, you will receive an additional email from the Helpdesk, detailing the resolution of your problem. 

If you believe that your issue has not been resolved, you can notify the Helpdesk from the email and we will re-activate your request. If the request has been resolved to your satisfaction, it will be closed in 3 business days from the date of the email.

Are there additional tools to let me know about my request?

A new means of communicating with IT regarding your incident is a "web conversation".  When IT has a question, or needs more information, we will start a web conversation.

There are three ways to respond to a web conversation or add additional details to a incident that you initiated with the Helpdesk. 

  1. You can log in, click on the incident that you wish to add detail to,  enter your comment in the "Customer Note" section and click "Submit"
  2. You can click on the link in the in the email that notified you of the web conversation.  This link will take you directly to a page where you will be able to enter and submit a "Customer Note"
  3. You can reply directly to the email.  After it is sent, the contents of the email will be added automatically into the original request.

When you respond to one of our inquiries, a “flag” is set, alerting IT that new information has been added to the original details. Anyone can initiate a web conversation with IT if new details are available that may assist us in resolving your issue.  

Both sides of web conversations are automatically recorded into your  request, allowing a complete and detailed record of all contacts with you during your open request. 

Why did Information Technology make this change?

We heard you! During our conversations with students, faculty, and staff over the past year, you told us that IT service must be professional, timely, and accurate. We also heard a clear concern that requests sometimes disappeared “into a black hole.”

IT leadership agreed, noting that along with staffing and process changes, Le Moyne deserved a single tool to provide timely and accurate updates regarding the status, priority, and urgency of all IT service requests.  We wanted to give you a way to provide feedback, as well as be able to assess whether we are achieving our goals. 

The new HelpDesk Portal will allow IT to better track and manage problems, to prioritize requests for service and changes, and to manage projects undertaken by Information Technology.

What can I expect from the new system?

As the new system matures, expect that Information Technology will be able to respond more promptly and effectively to issues sent to the Helpdesk.  IT will be able to provide the Le Moyne community with up-to-date information on the status of their calls. It  is expected that this new tool will enhance communications between IT and the Le Moyne Community.

As we become more familiar with the new system's capabilities, we introduce new features to further enhance our services to the Le Moyne community. The HelpDesk Portal will eventually enable us to associate computing assets with their owners, contain a fully functional knowledge base designed to provide self service solutions for the most common issues, and a catalog of the services that IT provides. Additionally, we will be adding a feature for the community to provide us direct feedback on our services, and provide detailed metrics on the services that we are providing to the campus.

As we introduce these new features, we will notify the community about the changes.

posted @ Thursday, February 11, 2010 8:59 AM

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