Computer Services, Academic Computing, Administrative Computing, IMS, Telecommunications and the Teaching and Learning Center are realigning under a single umbrella as Information Technology Services (ITS).
ITS will provide campus community members with a new service-focused model and a single point of contact for all technology-related incidents and requests. This will mean no more searching the directory for the “right person” or unit to call to help solve your technology issues.
There will be no change to the staffing of these units or the services they provide; the purpose of the realignment is only to bring them under one roof, to provide a more consistent user experience.
As part of the broader realignment, rollout of a new Service Desk will begin in June. The new platform is an easy-to-use website that SUNY New Paltz students, faculty and staff can use to request a wide range of technology support services and get the latest updates about the campus’s information systems.
“This system will allow us to take a more service-oriented approach while also using data to improve our processes and focus in areas of the campus’s greatest need,” said John Reina, chief information officer and assistant vice president for technology. “We’re hoping to enhance relationships across campus so that people see us not only as problem-solvers but as trusted advisors on all technological issues.”
Visitors to the Service Desk via the website, phone, or in person, can request assistance from a comprehensive menu of categories (including support with email, computers and printers, Wi-Fi and internet access, campus telephones, websites, classroom technology, and student information systems). They can also browse a searchable knowledge base for self-service solutions to common issues.