coe-staff: Welcome to IT User Support Services

[Lisa Fortin]

Sent on behalf of Chris Krabiel

Today, the College of Education will begin to get IT support from User Support Services (USS) as part of the university’s Transform IT project. Some of the former College of Education IT 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 are now 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

To help you find what you need in the service portal, we’ve created a list of commonly-requested IT services<https://coehelp.uoregon.edu/> that have 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.

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.
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.

Questions about User Support Services?
Ask questions about User Support Services during a Zoom drop-in question and answer session on Wednesday, August 26 from 3pm to 4pm at https://uoregon.zoom.us/j/95067682017.

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.

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