New online system streamlines IT requests

University Information Technology (UIT) and York’s Faculty information technology (IT) support groups are transforming the way York community members initiate and monitor the status of their IT service requests.

Starting today, a new online system will allow users to submit their own IT request tickets, check their status and update with further information. The service is accessible by website on a 24-hour basis, on or off campus using your Passport York login.

This intuitive system will streamline the process and maximize IT support resources by automating the triage process through user identification of the issues, and directing requests to the responsible IT support unit. There will be a user manual made available to the community to reference.

"The implementation is going to be a great help in supporting, tracking and improving our delivery of services to the community,” says Bob Gagne, York’s chief information officer in UIT. “But perhaps the most exciting thing about the initiative is that it has been implemented in collaboration with Faculty and departmental IT units at York so that our service delivery is better integrated and co-ordinated.”

To use the online system for IT requests, visit the IT Service Desk website.