NOVA’s New IT Support Portal

As we previously announced, the NOVA community will soon have access to our new IT ticketing and support portal.  As part of this service improvement initiative, IT will be implementing a change in the way tickets can be submitted to the IT Help Desk. On the day of the portal release, tickets will only be submitted in one of two ways: Via the Submit-a-Ticket form in the portal or by phone via the existing local and toll-free numbers. IT support tickets will no longer be accepted via the ithelpdesk@nvcc.edu email address. Any messages received at that address will trigger an auto-responder message back to the client instructing them to either navigate to the support portal to submit their ticket or to call the Help Desk Service Center to speak to an agent. 

To give you an idea of the simplified design of the new support portal, please see the image below. The portal will enable clients to submit IT support tickets, browse a comprehensive list of technology services and make requests and to  search a knowledge base that contains answers to common technology questions.  

The target date for the roll-out of this service is July 2023. Once available, you will be able to navigate to the new portal via a link on the existing IT Help Desk website, https://www.nvcc.edu/ithd, or through a direct link to the portal, which will be published prior to the final release date.  

More details and a Getting Started guide and How-To videos will be provided in the coming weeks.

Submitted by:
DJ Royal Jr., IT Helpdesk, droyal@nvcc.edu