Help Desk

The IT Power Plant envisions the University of Illinois as a place where faculty, staff, and students will receive a uniform, professional, and seamless IT Help Desk support experience that is independent of their global location or home organization. Help will be available at multiple campus locations on the Urbana-Champaign campus, via multiple contact methods, 24 hours a day, 365 days per year.

Recommended Solutions

  • 24 x 7 x 365 vendor provided tier 1 Help Desk
  • Seamless support across campus
  • Tailored integration with local support
  • Campus support toolbox:
    • Ticketing system
    • Knowledgebase
    • Service catalog
    • Customer to local support mapping and escalation protocols

Additional Information

Visit the Help Desk Planning Team’s Sharepoint folder to read meeting notes, planning documents, and other materials.

Help Desk Planning Teams

High Level Requirements Team

Solutions Development Team