Need help? Ask new IT Support Desk
The IT Support Desk, rolled out July 15, replaces the former KACE ticketing system.
USA Health employees who need assistance with a computer issue or have an IT-related request can get help more easily with the new IT Support Desk ticketing system.
The IT Support Desk, rolled out July 15, replaces the former KACE ticketing system.
“The IT Support Desk gives us a lot of flexibility and will make submitting tickets easier,” said Steve Travers, chief information officer for USA Health.
The IT Support Desk can be accessed through the USA Health Intranet or by visiting IT Support Desk. Employees log in using their USA ID username and password.
To submit a ticket, users choose from two main categories: IT Issues (something not working correctly) and IT Requests (I need something from IT). They choose a more specific request and are steered to the appropriate digital form.
“You no longer have to pick a queue like you did in KACE,” he said. “All you have to do now is submit a ticket, and we will handle the routing.”
Travers said that existing tickets within KACE will continue to be available and updated in KACE. Tickets not completed by Aug. 31 will be moved to the IT Support Desk.
Travers said they are developing new system features such as a mobile app for Apple and Android phones, and an express ticket app for USA Health computers.
