New IT Helpdesk and IT Resources

I would like to introduce you to a new helpdesk system to improve IT support in our region.

As many of you may be aware, Christi Smith is leaving her position as our WNY Regional Systems and Support Coordinator.   She will be starting in a new CCE position next week in another region.  As excited as I am for her and this new opportunity, she will be immensely missed here!   I cannot begin to express how appreciative I’ve been of all the support she has provided to all of us.

I’m hoping that this ticketing system will help me be more organized and allow me to more effectively prioritize the IT requests coming in.

I’m sure there will be bumps in the road as we transition to this platform, so feedback is always welcome!

Western NY IT Support Helpdesk – http://westernhelpdesk.cce.cornell.edu

• Workflow when an IT issue arises or help is needed:
  • Staff person should contact local IT person in your office  (see table below)
  • If your local IT contact person cannot resolve the issue, instead of e-mailing me or wsbnit@cornell.edu, the staff person or the local IT contact can fill out the service request form.
  • If I cannot resolve the issue, I can easily send/transfer that support ticket to CCE administration or Cornell IT support for more assistance.
• Helpful PDF handout for this new helpdesk form:
  https://tdx.cornell.edu/TDClient/58/Portal/Shared/FileOpen?AttachmentID=81975bd0-8738-4b9e-9258-adee42a3172b&ItemID=516&ItemComponent=47&IsInline=0
• Check the status of any open IT support tickets at http://mysupport.cce.cornell.edu

IMPORTANT: Please utilize this new IT helpdesk form when any new IT issues arise.

WSBN IT Channel on Cornell Video on Demand: 

https://vod.video.cornell.edu/channel/WSBN%2BIT%2BChannel/67738041

In the past couple of weeks, Christi has been working tirelessly to create as many helpful video tutorials as she can.  They include troubleshooting tips for common issues, as well as some website training videos! When you have a moment, please check out our WSBN IT Video-on-Demand channel.

• As more tutorial videos are needed, I will post to this VOD channel as well
• Suggestions are welcome!

CCE Knowledge Base

https://tdx.cornell.edu/TDClient/58/Portal/KB/

This CCE site includes information and links on a wide variety of resources and tools available to CCE staff.  I will be working to add more content in the coming months to help assist staff with common questions and problems (and linking any related tutorial videos on our VOD channel to those pages!).

• Here is an example of just a few pages in this CCE Knowledge Base:
  • Zoom information can be found here: https://tdx.cornell.edu/TDClient/58/Portal/KB/ArticleDet?ID=1005&SIDs=62
  • Microsoft Teams:  https://tdx.cornell.edu/TDClient/58/Portal/KB/ArticleDet?ID=981
  • Digital Accessibility:  https://tdx.cornell.edu/TDClient/58/Portal/KB/ArticleDet?ID=995
  • E-list management: https://tdx.cornell.edu/TDClient/58/Portal/KB/ArticleDet?ID=977

More IT Resources:

• X Drive Resources:
  • CCE – find information about CCE, the SBN and more
  • Communications – includes logos, templates and more
  • IT – resources on a wide variety of topics
  • Professional Development information and links
• CCE staff site:  https://staff.cce.cornell.edu
• Cornell IT:  https://it.cornell.edu

Association Local IT Contacts

Please note: Up-to-date information on local contacts for IT, communications, finance, HR and more can also be found on the CCE Business Systems site:  https://apps.cce.cornell.edu/org_report/main/