Service Desk Google Chat Overview

Introduction

This article provides an overview of the Google Chat channels that should be utilized by the Service Desk Assistants and the expectations for their use.

Instructions

Index of Spaces

1. Service Desk Spaces
   • SD-IT
     • This channel is for Service Desk information and announcements. Post questions to your fellow SDAs here.
   • SD-IT: Ticket Notifications
     • New tickets and links are posted here regularly. Assign new tickets to yourself promptly.
2. Campus IT Spaces
   • EC-IT
     • East Campus IT
   • DC-IT
     • Downtown Campus IT
   • DO-IT
     • District Office IT
   • DV-IT
     • Desert Vista Campus IT
   • NW-IT
     • ​​​​​​​Northwest Campus IT
   • WC-IT
     • ​​​​​​​West Campus IT
3. Other IT Spaces
   • IT-Campus
     • Used by USS and Campus IT staff for questions and announcements.
   • Duo MFA
     • ​​​​​​​​​​​​​​Troubleshoot Duo platform and Duo Admin issues.
   • IT-Workspace One
     • Troubleshoot WS1 devices, and ensure to read the space guidelines before posting. 
   • Knowledge Base Managemen​​​​​​​t
     • ​​​​​​​Ask questions related to Knowledge Base articles to the KB management and KB contributor teams.​​​​​​​
   • Printerlogic-Troubleshooting
     • Troubleshoot Printerlogic software.
   • Triage - AV/Ed Tech
     • Troubleshoot Audio/Visual classroom hardware and software.
   • IT - Security
     • Direct line to IT Security team for security-specific questions.
   • WebEx Escalations
     • This room is for:
       • WebEx ticket escalations
       • Coordinating on-site WebEx assistance
       • Realtime WebEx emergencies