We are pleased to announce that Pace University will be upgrading to a more functional enterprise-level Help Desk/Service Desk ticketing system in the coming year. A core group of University stakeholders worked together to assess and select a new solution partner that can better meet our collective need for a feature-rich ticketing application that addresses current concerns and limitations. This group included representatives from Information Technology Services, Finance Information Systems, Student Accounts, Registrar’s Office, and Financial Aid. Additional input was also sought from Advising staff.
After a robust selection process, which involved ample requirements gathering, feature reviews and vendor demonstrations, the team selected TeamDynamix as our new university-wide Help Desk/Service Desk solution provider. TeamDynamix will offer a modernized interface with easier navigation, increased functionality and automation, as well as certain customizing capabilities for different university areas utilizing the system to manage incoming requests. Other features will include a built-in self-service catalog and an easily searchable knowledge base, which will enhance flexibility and help expedite service delivery and resolutions.
During the coming months, the main system stakeholders will meet with TeamDynamix consultants to begin planning and implementing an orderly and phased transition to the new system for their respective areas and to complete all necessary training. ITS will then work closely with all other departments that use the current Web Help Desk system to ensure a smooth transition of their ticketing structure and processes into the new enterprise system. For Pace members who interact with the new TeamDynamix system, the interface and navigation should be very intuitive. We will have more information to share soon, so please stay tuned!
For any questions about this initiative, please email pacehelpdesk@pace.edu.