Workplace Technology Services
Director: Brett Pollak
Workplace Technology Services supports campuswide IT services for faculty, staff, and students. Through integrated software as a service platforms, we provide support, consulting and training so you get the most out of our supported tools.
Major services and system include:
- The data warehouse including Cognos and Tableau for reporting and analytics.
- Desktop and field support for ITS supported departments.
- Enterprise service desk and call center for tier 1 support of all of IT Services' offerings.
- Enterprise document management, Docusign, Zoom, and Qualtrics.
- Microsoft 365 and G-Suite environments for messaging and collaboration.
- Enterprise website content management through the Hannon Hill Cascade Server.
- Case management support through ServiceNow.
- The UC San Diego mobile app
Business Intelligence & Analytics
Team Lead: Judy White
The Business Intelligence & Analytics team enables reporting and analytics by curating data from multiple domains into a consolidated enterprise data warehouse. The BIA team trains analysts and report writers across campus to develop advanced analytics to support business operations and data-driven decision making.
Endpoint Management
Team Lead: Parrish Nnambi
Endpoint Management provides hardware procurement and support for university-managed computers and devices. The endpoint management teams use centrally managed tools to deploy and maintain enterprise software.
Enterprise Service Desk
Team Lead: Chuck Rose
Enterprise Service Desk provides tier 1 and 2 support for all department services. The Service Desk can be contacted through a central call center, the Services & Support web portal, as well as walk-up locations at Applied Physics & Mathematics and Torrey Pines Center South.
Messaging & Collaboration Services
Team Lead: Erik Strahm
Messaging & Collaboration Services supports the campus email and messaging platforms, and provides outreach, training, and support for collaboration tools associated with these services.
Productivity & Automation
Team Lead: Gabe Edwards
Productivity and Automation offer real-time digital collaboration tools that streamline communication and workflows to allow employees to work faster and more efficiently. These tools allow teams to apply business process improvement steps to automate repetitive tasks. Staff and faculty time is freed-up from office busy work to address the issues facing the University with critical thinking, negotiating, strategizing, collaborating, creating, designing, and problem solving. These tools include Zoom for communicating via videoconferences and webinars, Qualtrics for collecting responses from your audiences for data-collection and analysis, Docusign for signatures, or simple workflows requiring official acknowledgments, and OnBase for Enterprise Document Management and Document Retention.
Service Operations & Improvement
Team Lead: Jeno Bonetti & Kenny Li
Service Operations enacts three key processes to include Change Management, Problem Management and Emergency/Major Incident Management, which ensures changes to production services are approved and well vetted, improves services in incremental ways and manages high impact events when they occur, respectively. Service Improvement identifies operational improvements, potential synergies and efficiencies.
Technical Platform Services
Team Lead: Alex Wu
Technical Platform Services support technical platforms as a service solution for document management, web content management, and mobile application development.
Web Content & Case Management Services
Team Lead: Allisa Becker
Web Content & Case Management supports campus web content management technologies for enterprise website maintenance and hosting, as well as provides solutions for client case management used across IT, business and academic services.