LACA will be implementing a new version of our Helpdesk system on Thursday May 31st. The new Helpdesk is very similar to the current Helpdesk already being used by our Network, Fiscal and Library Service Teams. With this new version, we will be introducing its usage with the Student Services Team.
Helpdesk is another tool that we want to use to help provide
you with the best customer service possible.
One main reason for the Helpdesk is it provides us with some
accountability. We are better able to
track items so we do not drop the ball on any items. It also provides us with a system to better
prioritize issues and helps us to be more efficient. This new version allows LACA to customize it
to best fit our specific customers and needs.
It also provides you, our customers, will a self service or self help
portal that you can use to review previous request items, IF you wish to.
What does this mean
We hope to make this as transparent to you as possible while
our staff utilizes the system in the background. So not a lot of changes for you…
still call us like you do now. Same
numbers. The only thing that you may
notice is that if an issue or question is not resolved over the phone, then we
may create a request for you so that we can track its progress. A request may also be create if we need to
document something for referencing later.
When a request is created, you will receive an email from our Helpdesk
still email us like you do now. Same
email addresses as used now. However,
your email will now be automatically creating a request specifically for
you. When we acknowledge, assign, or
answer your request, you will receive an email from our Helpdesk ([email protected]). If you have anything to add, you can simply
reply to that email and your information will be included in the request.
Service Portal. You can also log
into the Helpdesk to see that status of
your request or view historical items.
This is the same username and password used to access LACA’s
We want you to know that every request is important to us
and we hope this new system will be a benefit to our staff and to you. Please be aware that this is a new system and
that there could be some issues for us to work through. Please let us know if you submit a request
and do not receive a timely response, we want to make sure everything is
working properly. We will also be
making adjustments as we all use the system so let us know if you have any
suggestions on how to improve the system and processes.
From your friendly LACA ITC