May 15, 2025
 
Over the past 10 months, the DTI Team has collaborated with various staff across the organization to evaluate and refine the current IT Helpdesk Support process. We will be rolling out these changes in the coming weeks.
 
Identified Issues:
  • Unclear categories and options in self-serve Helpdesk application
  • Unclear process for when and how to reach out to Helpdesk
  • Inconsistent wait times for response and resolution to Helpdesk support tickets

Changes Effective May 26th, 2025:

  • New, better-organized categories that are easier to navigate in the Helpdesk application
  • Revised process for accessing IT Helpdesk Support

We are working internally to ensure Helpdesk tickets are responded to as quickly as possible. Over the next few months, tickets will become the primary means of requesting IT support. If you call, email, or message someone on the DTI Helpdesk team, they will kindly prompt you to create a ticket. Situations where bypassing tickets are allowed are listed in the new process outline. Reducing direct calls and messages to the individual Helpdesk Team members will enable our support team to better focus and prioritize issues in the queue.

Thank you for your patience while we are adopting this new process, as we are always aiming to improve and serve you better.

Dan Grace, IT Network & Infrastructure Manager, Digital, Technology and Innovation Department