TO: SSU Staff
FR: Jestina Casas, IT Services Manager
Campus Community,
The Information Technology (IT) Department would like to thank you for your support and understanding as we move forward with a new model for providing service to the campus. Effective immediately, these are the changes you can expect:
IT Help Desk
The Help Desk will be the first point of contact for all IT requests. Our staff and student assistants will continue to troubleshoot and escalate issues to the appropriate teams via FreshService tickets.
WSS Support
There will no longer be technicians assigned to specific departments or areas on campus. Requests that cannot be resolved by the Help Desk will be assigned to our Workstation Support (WSS) queue or routed to other IT teams as appropriate. Our team of technicians will monitor our ticket queues daily to ensure we meet our established service level targets.
Commitment to Service
In addition to these changes, we have also updated our service level targets to reflect more realistic timelines for response and resolution of tickets.
| Response | Resolution | |
| IT Help Desk | 1-2 business days | 1-5 business days |
| WSS/Shop | 1-5 business days | 2-10 business days |
| Technology Enhanced Classroom Support | 3 business days | 10 business days |
| Technology Purchase Review (Hardware) | 4 business days | 10 business days |
| Technology Purchase Review (Software) | 4 business days |
20 business days |
If you have any questions or concerns, please contact the IT Help Desk.
Hours: Monday-Friday, 8 a.m. – 5 p.m.
Email: helpdesk@sonoma.edu
Phone: (707) 664-HELP
Web: Submit a Help Desk Ticket