Computing Division launches IT Service Desk
The Fermilab Service Desk, formerly the Help Desk, is located in Wilson Hall.
On Tuesday, April 21, all services provided by the Computing Division Help Desk will transition to the new Fermilab Service Desk.
The upgrade is part of Fermilab's ongoing effort to improve information technology service management. The Service Desk will expand upon services offered by the Help Desk. It will serve as the single point of contact for users to report IT incidents or request routine IT services or assistance. It will also provide quicker answers and resolution of requests for IT services.
Transitioning to the new Service Desk includes changes in procedures, organization and technology all intended to improve the overall customer service experience. It marks the completion of the first step in a 2.5 year process to improve IT service quality across the laboratory.
Users will initially benefit from the Service Desks' features, such as:
- Easy ticket creation and request tracking.
- More efficient and timely request processing.
- A Web interface that provides a one-stop shop IT service requests.
- A centralized are to report outages and other significant events.
- Improved follow-up on outstanding customer issues.
This first step provides a strong foundation for continually improving IT services in an increasingly complex and integrated environment. Additional features will be added in the next several months.
On April 21, you can contact the Service Desk at: http://servicedesk.fnal.gov, x2345 or e-mail firstname.lastname@example.org.