Introducing New Tech Support Services Site

 IT Services News

Welcome to the New Service Desk

Monday, February 1st, the Information Technology Services team is rolling out a new support services management solution replacing the existing IT Service Desk ticketing system. The new solution continues to support both IT Service Requests and Facilities Work Orders, but will improve your experience and outcomes. Some highlights include:

WOW!!

  • Automating high demand calls, such as self-service for password reset;
  • Service requests forms all in one place! For instance: hardware/software and media services requests;
  • Improved processes and communication between you and the service technicians.

Through this transition, any existing open IT help tickets and Facilities work orders from the old system will be handled and resolved as you would normally expect. Starting February 1st, all new service requests will be entered in the new, easy to use, browser-based, user interface.

The IT Services Team is committed to the cycle of improvement.

Questions & Answers

Q: When will this be implemented?
A:
Monday, February 1, 2016

Q: Where do I submit my tech requests?
A:
IT Service Desk links are conveniently located throughout the SMU web pages; OR type https://support.samuelmerritt.edu in your web browser. BONUS: Send an email to support@samuelmerritt.edu and the new system will automatically create a support ticket for you.

Q: Where do I submit my facilities requests?
A:
Type https://support.samuelmerritt.edu in your web browser, or follow one of the IT Service Desk links located on the SMU web pages. Look for the 'Facilities Work Orders' menu option.

Q: How do I use the new system?
A: We like to think it's intuitive, but if you need step-by-step instructions, check out the tutorial .