District to launch new Service Desk portal to assist employees, students
May 30, 2023 |
The San Diego Community College District is launching a new Service Desk website aimed at significantly upgrading the customer experience and broadening the scope of accessible Information Technology Services (ITS) offerings. The initiation of this innovative service suite is scheduled for June 5.
The Service Desk portal, accessible at help.sdccd.edu, is designed to enable SDCCD employees and students to locate the appropriate support services swiftly and easily according to their individual needs or issues.
The enhanced Service Desk will allow users to submit requests addressing their issues or needs including, among others, email access, password resets, software installation, voicemail setup, and hardware or workstation replacements. Users also can monitor the status of their requests or access associated documentation via the centralized portal. According to Peter Maharaj, associate vice chancellor of ITS, this upgrade will significantly enhance transparency and efficiency within the District’s IT service processes.
"We are optimistic that these upgrades will markedly elevate user experience and pave the way for a more efficient, effective, and streamlined mode of service delivery for our students, employees, and community," Maharaj said. "We are committed to relentlessly refining and broadening our services, and we sincerely appreciate your insights and suggestions. Our prime objective is to consistently enhance these services for the welfare of our community."
One notable feature that will be introduced with the portal is the chat function.
"An innovative chat function opens up a new realm of instant communication, fostering a seamless interface between users and our support team,” said Mike Rubin, ITS project manager for the new Service Desk application. “We believe it will significantly boost our capacity to handle queries promptly and efficiently, aligning our services with the demands and expectations of the digital era."
Upon fulfillment of a user's request, a survey will be offered to help capture feedback on the service experience, in turn fostering greater accountability and efficiency in ITS service delivery.
The ITS department is committed to continually evolving the Service Desk portal so that it may become a comprehensive one-stop solution for all SDCCD technology requests, including the provision of safety resources to ensure secure learning, teaching, and working environments.