coe-staff: Introducing IT User Support Services

[Lisa Fortin]

Sent on behalf of Chris Krabiel

On Monday, August 24, the College of Education will begin to get IT support from User Support Services (USS) as part of the university’s Transform IT project.

How to get IT help
There are four ways to get help with an IT question or issue:
Telephone:
call 541-346-7616 (extension 6-7616)
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/>
In person help:
HEDCO Learning Commons

What’s changing?
Starting on August 24, if you have an IT question or problem, you'll contact User Support Services via a single telephone number or service portal help request as noted above.

This change on August 24 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.

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 College of Education. This page includes links to common help topics, knowledge base articles, and tips on how to use the service portal.

What’s not changing?
Ken Loge is a part of the User Support Services team supporting College of Education, so you’ll continue to get friendly, responsive and dedicated IT staff who will provide help, advice and technology purchasing and replacement.

The phone number for College of Education employees in Eugene to call—541-346-7616—will not change.

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>, 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.

Sincerely,

J Chris Krabiel



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