Changes to IT Service Delivery 

Thursday, June 30, 2022, 4:00pm

TO: SSU Staff
FR: Jestina Casas, IT Services Manager

Campus Community, 

The Information Technology (IT) Department would like to thank you for your support and understanding as we move forward with a new model for providing service to the campus. Effective immediately, these are the changes you can expect:
IT Help Desk
The Help Desk will be the first point of contact for all IT requests. Our staff and student assistants will continue to troubleshoot and escalate issues to the appropriate teams via FreshService tickets. 

WSS Support
There will no longer be technicians assigned to specific departments or areas on campus. Requests that cannot be resolved by the Help Desk will be assigned to our Workstation Support (WSS) queue or routed to other IT teams as appropriate. Our team of technicians will monitor our ticket queues daily to ensure we meet our established service level targets. 

Commitment to Service
In addition to these changes, we have also updated our service level targets to reflect more realistic timelines for response and resolution of tickets. 

  Response Resolution
IT Help Desk 1-2 business days 1-5 business days
WSS/Shop 1-5 business days 2-10 business days
Technology Enhanced Classroom Support 3 business days 10 business days
Technology Purchase Review (Hardware) 4 business days 10 business days
Technology Purchase Review (Software) 4 business days

20 business days


If you have any questions or concerns, please contact the IT Help Desk.

Hours: Monday-Friday, 8 a.m. – 5 p.m.
Phone: (707) 664-HELP
Web: Submit a Help Desk Ticket