As announced in the November newsletter, Pace University is upgrading to a more functional enterprise-level help desk/service desk ticketing system. A core group of University stakeholders, which includes representatives from Information Technology Services, Finance Information Systems, Student Accounts, Registrar’s Office, and Financial Aid, are in the process of helping to set up, configure, and test the core components in the new system. “Go live” is tentatively set for the middle of spring, or soon thereafter.
Due to the nature of the setup work involved for each area, the implementation and transition may be done in two phases, thereby allowing some University areas to go live first and other areas at a later time. During this transition period, there will be two help desk systems in operation and we will post information on which one to use depending on the request being submitted. Once all areas have been cutover to the new help desk, we will discontinue the current system and forward everyone to the new system. In the weeks ahead, we will contact remaining areas that manage and resolve incoming requests to discuss their transition timeline and answer any questions. As part of the switchover process, we will provide training and support resources to ensure an orderly and smooth transition.
For Pace members who interact with the new help desk system to submit requests/tickets, the interface and navigation should be very intuitive and will also provide quick access to available knowledge base content for easy reference, as well as a list of the services that are offered by each of the University areas represented in the system. We will have more information to share soon, so please stay tuned!
For any questions about this initiative, please email pacehelpdesk@pace.edu.