[Cas-allemps] Transition to IT User Support Services

[CAS Dean]

Dear CAS employees,


On Monday, May 18, the College of Arts and Sciences will begin to receive IT support from User Support Services (USS)as part of the university’s Transform IT project. In the past, these services have been provided by CASIT help desk staff. Our former CASIT staff members are part of this new team along with other IT professionals from across the university. Apart from new ways to request help, you should not notice any changes to service.



How to get IT help

There are now three ways to get help with an IT question or issue:

Telephone:

call 541-346-2388 (extension 6-2388)

Self-help articles:

go to service.uoregon.edu<https://service.uoregon.edu/> and click Knowledge base<https://service.uoregon.edu/TDClient/2030/Portal/KB/>

Help request:

go to service.uoregon.edu<https://service.uoregon.edu/>



What’s changing?

Starting on May 18, if you have an IT question or problem, in most units you'll contact USS via a single telephone number or service portal as noted above.



However, Psychology, Biology, English and Computer and Information Science will transition more slowly.If you work in one of these units, continue contacting your local IT support as usual for the time being. User Support Services staff will be working with your local IT support staff to ensure that unique departmental needs and university standards are met and that the wealth of internal knowledge about you and your department is preserved. In upcoming months, USS staff will be working with your local IT support to transition IT services that fall under USS.



For everyone across CAS, this change on May 18 marks a shift away from making new help requests via email. Each new help request will begin with a phone call, service portal ticket, or conversation (once your request is open, email communication is fine).



To help you find what you need in the service portal, a list of commonly-requested IT services<https://service.uoregon.edu/TDClient/2030/Portal/KB/ArticleDet?ID=106371>has been developed specifically for us in CAS. This page includes links to common help topics, knowledge base articles, and tips on how to use the service portal.


What’s not changing?

You’ll continue to work with friendly, responsive and dedicated IT staff who will provide help, advice and technology purchasing. User Support Services will also continue to provide a computer replacement program and general technology purchasing for the foreseeable future.



The phone number for most CAS employees to call—541-346-2388—will not change.



The people helping you also will mostly remain the same: Sam Crow and most of his support team will continue providing IT help, and over time, you will also meet some new IT support staff. Sam’s team will continue providing computer upgrades for the foreseeable future.



What if I need help with this transition?

Please call Sam Crow and his team at 541-346-2388, who will answer questions and provide guidance. Though we have taken steps to minimize change, reimagining IT support for the university requires change, and USS staff member are here to help. Remember, there is a list of CAS-specific themes to consult at College of Arts and Science IT Support<https://service.uoregon.edu/TDClient/2030/Portal/KB/Edit?ID=106371>in the service portal.



We have all experienced rapid change since March, and I understand this is one more change to absorb. User Support Services will better position CAS and the university for the future.



Bruce Blonigen
Tykeson Dean of Arts and Sciences







About User Support Services

USS aims to create a consistent customer-focused support experience, ensure a secure IT environment, and provide resources that empower students, faculty, and staff to achieve their diverse goals while improving the efficiency of IT support. This work is especially important now given the fiscal uncertainties created by COVID-19.



Information Services would like your input on how to improve future User Support Services transitions. To provide feedback, visit https://oregon.qualtrics.com/jfe/form/SV_24RdR8XOtLNRisd<https://urldefense.com/v3/__https:/oregon.qualtrics.com/jfe/form/SV_24RdR8XOtLNRisd__;!!C5qS4YX3!UKPw2vVi4DduGuMkT-zjbRQuVya9I4DiX90S-XdGCtfm54qgGY6JhRVYa7V1Lzl_HNY$>. Feedback is anonymous.



SeeTransform IT plan for campus tech support now available<https://around.uoregon.edu/content/transform-it-plan-campus-tech-support-now-available>,First two Transform IT transitions planned for early 2020<https://around.uoregon.edu/content/first-two-transform-it-transitions-planned-early-2020>, and the Transform IT website<https://transformit.uoregon.edu/>for more information about the User Support Services implementation project.





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