[Cas-allemps] Welcome to IT User Support Services

[CAS Dean]

TO: CAS employees
FROM: Sam Crow
SUBJECT: Welcome to IT User Support Services

Today, the College of Arts and Sciences begins receiving IT support from Information Services' User Support Services team as part of the university's Transform IT project. The 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.

There's 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/>

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

For everyone across CAS, today marks a shift away from taking new help requests via email. Email is still supported to communicate with IT staff once you have an open help request, but each new help request will begin with a phone call, service portal ticket or conversation.

For Psychology, Biology, English and Computer and Information Science
If you work in one of these units, continue contacting your local IT support as usual. 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.

What's not changing?
You'll continue to get 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-has not changed.

Questions about User Support Services?
Ask questions about User Support Services during a Zoom drop-in question and answer session on Wednesday, May 20 from 4:00pm to 5:00pm at https://uoregon.zoom.us/j/96946797517. Sam Crow and others will be available to answer questions about User Support Services. Information Services would also 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.

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. See Transform IT plan for campus tech support now available<https://around.uoregon.edu/content/transform-it-plan-campus-tech-support-now-available> and the Transform IT website<https://transformit.uoregon.edu/> for more information about the User Support Services implementation project.

Sam Crow
Associate Director USS
Information Services



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