PRDS is supported by the UCSF IT Field Services (ITFS), the enterprise desktop support service developed as part of the Chancellor's Operational Excellence initiative.
ITFS is composed of staffing teams based at the major UCSF campus locations. Each team is lead by a Field Manager, who is your primary point of contact for any service issues you experience.
Parnassus: Andrés Elenes (firstname.lastname@example.org)
Laurel Heights & Mount Zion: Phi Nguyen (email@example.com)
MCB (includes Buchanan Dental Clinic): John Chin (firstname.lastname@example.org)
Mission Bay: Pete Seatavakin (email@example.com)
ITFS offers two levels of support: Basic and Premium. The selection of support levels is a department decision, and we will continue to work with your department over the coming months to assure that the selected support levels are appropriate to customer needs. We also provide hourly services for those who are not enrolled at the Basic or Premium level. If you have any questions or concerns about the level of support you have, please contact your Department Manager.
How to Request Support:
ITFS clients may request service via the following methods:
Call the UCSF IT Service Desk at 415-514-4100. This method should always be used for high-priority requests or issues involving patient care.
- Employee Self-Service Portal:
Submit a ticket online using the Employee Self-Service (ESS) Portal at http://help.ucsf.edu/ (requires authentication with MyAccess credentials). This method has a 24-hour response time and should be used for lower priority requests only.
Request service via email at ITServiceDesk@ucsf.edu. This method has a 24-hour response time and should be used for lower priority requests only.
- To obtain access to the PRDS department server, please contact the department manager for approval.
More information about the ITFS program is available at http://it.ucsf.edu/support. Particularly helpful is our regularly-updated FAQ.
PRDS IT Liaison: Sue Fox (Sue.Fox@ucsf.edu / 415-476-5802)
ITFS customer relations are managed by two Customer Engagement Managers, who are here to answer any questions you have about the service:
Quinn Hearne (firstname.lastname@example.org)
Erik Wieland (email@example.com)
You may also reach the Customer Engagement Managers at firstname.lastname@example.org.
UCSF IT Field Services
IT Service Desk: 415-514-4100