Tag: Service Desk
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JonWes Smith, Service Desk Analyst II, Service Desk
JonWes Smith joins the LITS Service Desk as the newest service desk analyst II. Before his arrival at Emory, he spent three years as a senior help desk analyst with Intelliteach, a legal services company. JonWes also worked for two years in tier2 iOS and Mac desktops support for Apple. Born in Indianapolis, IN, JonWes came…
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Why Chat?
The University Service Desk is encouraging LITS employees to try out the Chat function in ServiceNow. Why Chat? Great question. Asking the question “Why Chat?” is where we started. When thinking about avenues for communication, we understand that different people have different needs. Chat opens another portal for communicating with the University Service Desk. The benefits of using a…
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ServiceNow scheduled for major upgrade next week
ServiceNow is being upgraded to the Helsinki Release beginning Friday, February 10 at 9:00 pm. The upgrade will take approximately 21 hours and is estimated to be complete by Saturday, February 11 at 6:00 pm. Once complete, ServiceNow will have a new User Interface (UI) for IT staff and a new Self Service Portal for our customers. If…
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ServiceNow gets usability facelift
As a basis for being Emory’s service management solution, ServiceNow needs to be able to provide complex information in the complex IT environment at Emory, but it still must be usable for everyday employees. As a member of the IT Service Management Office (ITSMO), one of Rose Harris’ ServiceNow goals this year was to improve the…
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MyNetID and MyPassword launch culminates the final stage in a three-year effort
The identity management team launched MyNetID and MyPassword on Tuesday of this week, culminating a three-year effort to upgrade Emory’s identity and password management processes. The purpose of this project is to improve Emory’s security posture as well as provide an easier, self-service process for updating user passwords. “The dedication demonstrated from this team over…
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Gayle Godbee, Service Desk Analyst, Enterprise Applications
Gayle Godbee has been hired as a Service Desk analyst following a 2014 contract apprenticeship in the same role. Before coming to Emory, Gayle worked for a year as an operations assembler in the data center at Google. She also spent two years as a service desk analyst at Intelliteach. Gayle initially wanted to be…
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Thea Diaz, Mobile Messaging Admin II, Infrastructure
Since Thea Diaz joined the Messaging Team six months ago, she has been supporting the SimonWeb suites, paging, and the Annex Building for paging customer support, as well as working on mobile apps rollouts. She joined the team after being one of the founding members of the Service Desk, which was created in 2008. Before…