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ITS Service Desk and AskSLU Launch Coming Soon

01/21/2021

Starting in February, the ITS Service Desk will transition from being hosted externally by a service provider to being internally hosted by an Information Technology Services (ITS) team.

In fall 2020, a committee with faculty, staff, and student representatives was formed to review and provide a recommendation on the future of providing technology support at SLU. This group recommended changing this service to be provided by an internal ITS team to improve the overall level of service and allowing it to be better connected to the needs of the SLU community, by improving the groups institutional knowledge and relationships within the SLU community.

ITS Service Desk

The new ITS Service Desk will be deployed using a phased approach, with the full implementation complete by March 1. Calls to 314-977-4000 will be answered by both the new ITS Service Desk and the existing outsourced service desk during the phased portion of the implementation. The new ITS Service Desk will be available from 7 a.m. to 8 p.m. Monday – Friday.

The new Service Desk team members are currently in a four-week training program, gaining valuable information about the University and our technology.

AskSLU powered by TeamDynamix

Starting Feb. 15, a new web site will be available for reporting technical issues and requesting ITS services. The new web site will replace the existing site, ITS Help Center. Faculty, staff, students, and other members of the SLU community will be able to report issues, make service requests, check on the status of existing issues/requests and browse our knowledge base. 

The goal is to provide a seamless, efficient mechanism for individuals to request assistance and services. ITS End User Services will be providing documentation for the new web site the week of Feb. 1. This material will include information related to how to access the site, enter issues/requests and search for knowledge articles.

New Call Management System powered by Amazon Web Services (AWS)

Also starting Feb. 15, ITS will be introducing a new Service Desk call management system. This new system will power the ITS Service Desk and will offer the ability to:

ITS welcomes your ideas and feedback. Contact Tim Murphy (tim.murphy@health.slu.edu) or Cid Cardoz (cid.cardoz@health.slu.edu).