Beginning January 14, 2008, all IT requests will be directed through the District Office IT Help Desk.  

What?s the change?  The District Office Help Desk will become Porterville College?s first point of contact for all IT requests.  This change has been in the works since the recommendations from the IT Assessment report were reviewed and accepted by the Executive Council in June 2007.  This change is being made to streamline the process for obtaining IT assistance and to improve the overall response time and quality to the end users.    

What do you need to do differently?  Call 5197 for IT problems or you can also submit email requests to helpdesk@kccd.edu.  The first tier staff of the DO IT Helpdesk will log your issue and attempt to resolve it remotely or verbally.  If your issue is not resolved at this first tier, a PC tech will be notified and you will receive a phone call or visit?exactly as you do now.

You should see no difference in service; however, you will see a difference in the manner in which you request IT assistance and how your issue is handled at the first tier.  DO IT help desk staff will utilize verbal instructions to walk you through resolution or they may remotely access your computer using RAdmin.  RAdmin is software that will be loaded on every PC staff computer.  If an issue needs to be resolved using RAdmin, you will be prompted in a dialog box requesting that the help desk staff be given permission to access your computer.  You must respond ?Yes? for the DO IT staff to access your computer.  As you watch your monitor, you will see the IT staff member navigate your computer as they attempt to resolve your issue.  At the end of the process, you will be prompted to disconnect the RAdmin session, and you will regain control of your computer.

The change promises to shift a burdensome management responsibility of issue logging, tracking and first tier resolution and free us up here at Porterville College IT to focus on fixing your problems, improving existing technologies and implementing additional technologies.  We hope to see that your issues will be addressed sooner, as industry statistics indicate the about 70% of help desk calls like ours are resolvable at the first tier.  If not, be assured our local tech support staff will be dispatched to assist you as in the past.

Please contact me should you have any questions about this change.

Donna Berry, MBA

Director of Business Services

Porterville College

559-791-2374