The Technology Services Division will be making changes to key customer-facing services this fall.

We are excited to evolve into something new and more responsive, a place where all things technology-related may be located. Our new name (Service Desk) has already been implemented and our new ticketing system (TeamDynamix) will go live this fall.

Here are some of the highlights of what’s happening:

• Service Desk: Our Help Desk will be referred to as the campus Service Desk. This change is reflected when answering calls and on signage at our physical location in McKee Fisk. This name more accurately reflects our priorities to provide quality and proactive service to the campus community. Our Service Desk motto is: “User Focused, Service Driven”
• Improved Organization of Services: Our plan is to create a “one-stop shop” location for the campus community to complete and submit incident and service request tickets to Technology Services. Any and all services provided by the division — project management, computer services, classroom video services, networking services, etc.
  will be available online.

• New Ticketing System and More! Our Service Desk will be powered by a new ticketing system — TeamDynamix, a software application utilized by many colleges in the CSU system. A “ticketing system” is what faculty and staff use to submit technology-related work orders.

  TeamDynamix will include some new features as noted below:

  • Service pages that provide information about each service
  • Customized forms to collect service-specific information
  • Requests are assigned directly to the technicians responsible for providing services
  • Enhanced reporting and analysis capability
  • Self-service capability: Improved user interface, ability to initiate a service request, ability to check on the status of your service request, Knowledgebase (KB) Articles related to IT
    Services available to users, powerful search functionality
• Redesign of the Technology Services Website: Our new homepage has been redesigned with a new look and streamlined design. Take a look here.

• Fresno State Mobile App gets a Facelift: We are proud to announce Phase 1 of the mobile app redesign. With input from the campus community, the first phase includes a new layout with the information you told us you wanted.

  There is something in the app for everyone, whether you are a student, staff or faculty member including:

  • Calendar of events
  • Catered Cupboard
  • Shuttle services
  • Campus directory and the map
  • Athletics and more ...

We look forward to the new enhancements being provided to the University. Stop by our new Service Desk located just inside the east entrance to the McKee Fisk building in room MF 137 and let us assist you with any technology needs you may have.