IT Help Desk to move to Seawolf Service Center
TO: Campus Community
FR: Jestina Casas, IT Services Manager
RE: IT Help Desk to move to Seawolf Service Center
In an effort to centralize services provided to the campus community, the IT Help Desk will move to the Seawolf Service Center on the first floor of Salazar Hall, effective Monday, July 31.
IT Help Desk
Staffed by our team of student assistants, the IT Help Desk is the first point of contact for all IT requests. IT student assistants and on-duty staff members will continue to troubleshoot and escalate issues to the appropriate teams via Help Desk tickets. IT Support Requests that cannot be resolved by the IT Help Desk will be assigned to our service queue or routed to other IT teams as appropriate. Our team of technicians will monitor ticket queues daily to ensure we meet established service level targets.
Classroom Technology Support
Starting Monday, August 14, support for Technology Enhanced Classrooms will transition from the IT Help Desk to the Center for Teaching and Educational Technology. CTET is located in Salazar 1060, and is available by phone 707-664-2659 and email ctet@sonoma.edu. Hours for support will be Monday through Friday, 8 a.m. to 5 p.m.
Commitment to Service
As part of the IT Help Desk move, we have also updated our service level targets to reflect more realistic timelines for the response and resolution of tickets.
| Response | Resolution | |
|---|---|---|
| WSS Service | 14 business days | 1 month |
| WSS Hardware | 14 business days | 1 month |
| Technology Purchase Review (hardware) | 14 business days | 1 month |
| Technology Purchase Review (software) | 14 business days | 1 month |
Contact
If you have any questions or concerns, please contact the IT Help Desk.
Hours (effective July 31)
Monday-Thursday, 8 a.m. to 5 p.m.
Friday, 9 a.m. to 5 p.m.
Saturday-Sunday, closed
Email: helpdesk@sonoma.edu
Phone: 707-664-HELP (707-664-4357)