About the UCC Services Portal

The UCC Services Portal will replace our current call ticketing system and will provide increased functionality to staff who are contacting IT Services to request a service or assistance with an IT issue.  Improved functionality for our end users includes: self-service call logging, ability to check previously logged tickets for status updates or add additional information and access to an integrated knowledgebase to enable self-help by providing information on known issues or resolutions.

Student IT

The UCC Services Portal has been used by students seeking IT support from our Student IT Service Desk since October 2022.  Check out our video to see how students are availing of these services here.  You can read more about the launch of the UCC Services Portal for students in our December 2022 newsletter here.

To date, more than 1,700 support tickets have been logged and actioned by the team. Other notable figures include:

• 500 self-service tickets logged
• 200 knowledgebase articles available
• Top 5 incidents:  Software, Printing Service, Wi-Fi, Canvas & Email Service
• Top 5 service requests:  General Queries, MFA, Password Reset, Software & Email Service           

The data provided by the UCC Services Portal allows us to plan and support our services to students in a more efficient and proactive manner.

Futher Rollout of the Services Portal

The UCC Services Portal is also being used by the Systems Administration Team in Registrar's Office for call management. The Services Portal allows the team to manage incoming issues and requests, create user tickets and provide knowledge information. We hope over the coming years that all offices across the campus will be able to use this portal, simplifying how we support our services and  giving us better data to help us manage those services.