ETS/CSS Service Desk Collaboration Project


For over three years Educational Technology Services (ETS) has been progressively enhancing its service delivery through a piloted Help Desk experience to answer questions about our online services. Simultaneously, the university implemented a robust campus-wide service desk managed by Campus Shared Services (CSS-IT) that provides a similar support model at a larger scale. Beginning late 2016, ETS will partner with the CSS-IT Help Desk to provide an enhanced support experience that covers a wide breadth of campus IT needs.

Project Team group photo

Project Team

Team members contributing to the project plan

Creating a Plan

Project team members chatting

Meeting and planning

Project Timeline

Major Milestones:

  • Kick-off: August/Sept 2016
  • Service Design: Sept 2016
  • Training: Sept - Dec 2016
  • Pilot: Dec 2016 - Jan 2017
  • Launch: Jan 2017