_Chronological News FeedInstitutional

Online Service Desk launching as one-stop-shop for technology information and support

Andrew Bruso

Information Technology Services (ITS) debuts its new online Service Desk on June 26.

The Service Desk gives students, faculty and staff a single, easy-to-use platform where they can request a wide range of technology support services and get the latest updates about the information systems the College relies on.

Access the new online Service Desk at support.newpaltz.edu.

Visitors to the Service Desk can request assistance from a comprehensive menu, which includes support with email, computers and printers, Wi-Fi and internet access, campus telephones, websites and classroom technology. They can also browse a searchable knowledge base for self-service solutions to common issues.

Here’s how it works:

  • Log onto the Service Desk using your my.newpaltz.edu credentials.
  • For information, or to find the solution to a specific issue: Use the “Find an Answer” button to browse the new Service Desk knowledge base.
  • To request technical support: Browse the “Popular Services” list of available service requests, or click the “Request Assistance” button for more options. Once you’ve submitted the request, look for an email from a member of the Service Desk team, notifying you that a ticket has been created and inviting you to monitor its progress online.

“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.”

The online Service Desk consolidates the services provided by Academic and Administrative Computing, Instructional Media Services, Telecommunications, Computer Services, Digital Media and the Teaching and Learning Center into a single online portal.

As previously mentioned, there will be no change to the staffing of these units or the services they provide; ITS is simply bringing them all under one roof, in an effort to make the campus’s technology systems run more efficiently and to be more responsive to users.

Access the new online Service Desk at support.newpaltz.edu.