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OE IT Helpdesk FAQs
- What's happening to my helpdesk?
- Today, the number you call for support depends on who provides the service you're calling about: CNS for SFGH desktop support, DOM IT for Parnassus/Mount Zion support, MedCenter IT for help with UCare or APeX, ITS for help with email or VPN if you don't use a desktop support service, etc. The OE IT Helpdesk intiative is working to make this simpler, so you'll call one number and get help no matter what service you're calling about or when.
- To get support if my computer crashes, I have to carry around a bunch of different numbers. And I can't get any support on nights or weekends. Will this be fixed with OE?
- Read the answer on the Operational Excellence web site...
- When will I have to start calling a new number?
- The first phase of the OE IT Helpdesk intiative will consolidate the MedCenter IT (514-4100 option 1), ITS (514-4100 option 2), School of Medicine ISU (502-1919) and SFGH CNS (206-5126) service desks into a single service desk. This service desk will provide 24/7 support. Whatever the service desk can't resolve over the phone will be quickly handed off to a resolver group (e.g., your local desktop support group for computer problems, the email group for email problems, etc.).
Other helpdesks, like the DOM Helpdesk (476-6827) and the CVRI Helpdesk (John Hudson and Dennis McGovern), will not be joining the central service desk right away. The plan is for departmental helpdesks to start joining the central service desk in 2012. We'll communicate any changes to your helpdesk services well in advance of implementation. - Will I still be able to contact my IT person when I want?
- Calls to 206-5126 will be forwarded to the new helpdesk. However, SFGH CNS desktop support and server administration staff will remain at SFGH for the foreseeable future, and their phone numbers won't change.
- Rumor: UCSF doesn't support Mac computers, iPhone, or iPad. And due to budget cuts, it doesn't plan to in the future.
- Read the response on the Operational Excellence web site...
- What are the definitions of level 1, 2, 3?
- The answer to this question is in this PDF on the Operational Excellence web site.
- Are there OE Help Desk Consolidation FAQs?
- This PDF on the Operational Excellence web site contains questions like:
- What are some of the benefits of the Service Desk consolidation initiative?
- Will service improve by the consolidation?
- What is the high level plan for consolidation?
- Who will be overseeing this project and when will the group be formed?
- What is the status of the specialty help desks? Will they live in the departments?
- The answer to this question is in this PDF on the Operational Excellence web site.