The new Service Desk

The Service Desk as single point of contact will replace the IT Help Desk and the SEM Support Help Desk as of the 15 February.

In a joint effort to improve the services provided by IT and GS Departments, the following changes will be introduced as of the 15 February:
  • One phone number to remember: 77777;
     
  • You will be provided access to a Service Portal from the CERN Home page under the heading “Services”. This Service Portal allows ‘google like’ searching as well as the creation of service requests (such as: painting) and incident tickets (such as: printing);
     
  • A service counter will welcome you on the 2nd floor of Building 55 and help you between 7h30 and 18h30 during CERN working days;
     
  • Emails to computing.helpdesk@cern.ch, sem.support@cern.ch or to similar ‘support-line’ email addresses will be handled as before.

Below the surface a lot is changing (new tool including a service portal, new process, new people), and consequently there is a significant risk that not everything will be perfect from day one.

We kindly ask for your understanding that we may face some teething problems in the first weeks.

We would very much appreciate it if you could send your feedback and suggestions to service-management@cern.ch