ETS Partners with CSS-IT to Provide Support

November 1, 2016

We are excited to announce a new collaboration between ETS and Campus Shared Services IT (CSS IT) to enhance support for ETS online services. Beginning later this semester CSS IT will provide email, web, and phone support to faculty, staff, and students for ETS online services: bCourses, Clickers, Academic Integrity (Turnitin, iThenticate), Course Capture, Suite C, and Online Evaluation of Courses.  Support for classroom technology will remain unchanged. By partnering with CSS-IT’s Service Desk, we can provide campus with IT support for tools that are beyond our current service catalog creating a more comprehensive and unified campus IT support solution. ETS and CSS IT are both committed to providing campus with an enhanced support experience and a smooth transition.

CSS Help Desk Support Improvements:

  • Professional staff with a long history of supporting Berkeley

  • Predictable support hours: Phones will be answered M-F 8am-5pm

  • Quick Response: emails will be responded to within four hours (M-F 8am-5pm)

  • Big Picture Response: CSS IT is also supporting the new SIS/CalCentral project

This partnership between CSS-IT and ETS is a continuation of the larger One IT movement across campus to break down information and support barriers to provide campus with effective IT support regardless of service “owner”. CSS-IT already provides support to faculty for many IT needs on campus including Student Information Services, Software Central, Phone/Data, bConnected, and more. Their campus-wide view will help identify system-wide issues and outages quickly as well as provide a centralized support experience for customers. In addition, CSS-IT is committed to providing faculty, staff, and students the same level of service provided by ETS including responses to email, web, and phone submissions. CSS-IT has already been training intensely on ETS services and faculty can expect the Service Desk analysts to have the same level of expertise as they encounter with the current help desk staffing.

Customers already accustomed to receiving support directly through email, the ETS website, or the support phone line will see little to no change in their experience. Emailed and website submitted requests will automatically be fulfilled by the CSS-IT Team, and the existing support phone number will be forwarded to the CSS-IT help line. In-person drop-in support will continue in the Academic Innovation Studio, Dwinelle 117. To help support the transition, we will have additional in-person support for the first few weeks of the Spring 2017 semester. Along with providing a more unified support experience, this change will help our classroom technology support staff to focus on consultation support and expanding opportunities for faculty, academic staff, and researchers in the AIS.  

Throughout the next several months, ETS will continue to work closely with CSS-IT to review help documentation, train the CSS-IT Service Desk team on our products and monitor customer experience to ensure a smooth transition. As part of this process, ETS will transition to ServiceNow ticketing platform, continuing a cross-campus trend to unify the campus support experience by using a tool that allows IT groups to share information, support tickets, documentation and more.