Streamlining Tech Support: Introducing Oberlin College's Services Portal

We're excited to announce that our Services Portal is here! This platform represents a major leap in improving access to CIT (Center for Information Technology) services and support at Oberlin College. The Services Portal is an updated centralized hub for students, faculty, and staff to request IT services, report issues, and access solution articles.

Why the Change?

The decision to introduce the Services Portal arose from challenges with our fragmented IT support system. Users struggled to navigate and find assistance, while our CIT team faced overwhelming communication, causing inefficiencies and frustrations. Recognizing these pain points, we knew it was time to rethink our IT support approach. 

 “Adopting the Services Portal transforms our approach, streamlining processes and enhancing user experiences through advanced automated service management. This proactive shift allows our department to master workload management and documentation, encourage self-service, and foster innovation. By onboarding other departments, we will save countless hours, allowing us to concentrate on our core mission.”

said Oberlin’s Chief Information Officer, Marcel Mutsindashyaka, who is spearheading the college's digital transformation.

Streamlined Integration and Efficiency

The Services Portal simplifies user experience and optimizes operations by consolidating all IT services into one convenient platform. No more navigating disparate systems: users can now access all their IT needs in one location.

 “Our new Services Portal will make it easier for everyone on campus to find the help they need for any issues with their computer, software, access to email, dorm rooms, or offices.”

said Sandy Austin, CIT’s service desk manager, regarding how the revamped portal will improve Oberlin’s campus experience. The new Services Portal is set to revolutionize how everyone on campus navigates their tech woes and, for CIT, keeps their operations running smoothly.

 

“I found it uncluttered and user-friendly, and the ID Card office promptly fulfilled my request. We couldn't function without their help!”

said Michele West, Departmental Assistant for Admissions, expressing her satisfaction with her initial portal experience.

 

 

Key Benefits

The Services Portal brings forth a multitude of benefits for our college community:

• Improved Service Request Management: The Services Portal offers a streamlined process for submitting and tracking service requests, ensuring prompt resolution and enhanced user satisfaction.
• Enhanced Change Management: With robust change management processes, we can implement updates and enhancements while minimizing disruptions to campus operations.
• Knowledge Management: Access to a repository of solution articles empowers users to troubleshoot common issues independently, reducing reliance on CIT support and promoting self-sufficiency.
• Reduced Burnout: By automating routine tasks and simplifying workflows, the Services Portal alleviates the burden on CIT staff, fostering a healthier work environment and reducing the risk of burnout.

Streamlining processes and user experience

The Services Portal aligns with our commitment to innovation and excellence in IT support, aligning with CIT's three goals and the strategic vision of streamlining processes and user experience, promising to enhance IT service delivery and enrich campus life.

We invite you to explore the new Services Portal today and discover firsthand the transformative power of integrated IT support.