DoIT Help Desk - Service Changes Request Form

This document links to a request form for Help Desk leadership engagement with service owners and technologists at UW-Madison.

About

The Help Desk Service Changes team works with Help Desk Operations, technologist groups, and service owners, to review, design, and implement changes to DoIT Help Desk tools, processes, and documentation.

We work closely with the following teams to ensure your service is supported: IT Service Management, WiscIT, Help Desk Operations, Service Transition, and your team.

This is our formal intake process for requests and questions like:

  • How do I request Help Desk support to triage my service/technology?
  • Can you make updates to my service's Handling Information document in the DoIT Help Desk KB?
  • Can you make updates to my service's Escalation Information in WiscIT?
  • Can I get help with a documentation review for a service the Help Desk supports?
  • Can you help me generate a report on the number of tickets produced for my service?
  • How do I edit a document in the DoIT Help Desk KB?
  • I need help and it's complicated!

The team includes the Help Desk Service Coordinator (Wanjiru Pontes), and the Help Desk Knowledge Manager (Dana Gerber-Margie).

Request Form

For requests from these services, please fill out our Service Request Form (opens in a new window) and we will be in contact within 2 weeks. Please give us as much lead time as possible for your request.

Help Desk Service Changes Request 

Additional Help

This form is not a DoIT Help Desk support portal or request form. For technical assistance and end-user support, please Get Help from DoIT.

For help with WiscIT or to submit an incident, visit WiscIT - Get help with WiscIT.

This form is not to begin engagement with the Service Transition team, who assists with initiating, modifying, and decommissioning support. This includes managing and setting up Help Desk support, SNCC service management, Event Management and Monitoring, and entry into the Configuration Management Database (CMDB). For how to get started on that process, please see: DoIT Service Transition - How to Initiate, Modify or Decommission support for a service.

More about submitting Service Requests is here: WiscIT - Submitting Service Requests via the Self-Service Portal.

See Also


Keywords:
hdsc updates questionnaire survey update documentation handling intake process help desk helpdesk doit services kb knowledgebase wiscit service transition 
Doc ID:
107944
Owned by:
Dana G. in DoIT Help Desk
Created:
2020-12-16
Updated:
2026-07-30
Sites:
DoIT Contract Partner Support Help Desk, DoIT Departmental Support, DoIT Help Desk, DoIT Staff, WiscIT - Wisconsin IT Service Manager
Clean URL:
https://kb.wisc.edu/wiscel/hdsc