Berkeley Lab’s IT Division launched a new support portal this month. This user-friendly service platform is designed to make opening IT tickets easier than ever. The new portal provides greater transparency, faster access to key information, and an improved overall support experience for everyone. You can access the new IT Support portal using your Berkeley Lab Identity credentials.
A Simpler, More Efficient Way to Get Support
The portal centralizes all IT interactions into a single, intuitive platform. Instead of navigating multiple channels, you’ll be able to request IT Desk Help support, browse helpful articles, and track ticket status—all in one place.
Key Features of the New Portal
The new portal guides you through the right steps, reducing guesswork and increasing transparency along the way. Once inside, you’ll find four main sections:
- Browse Solutions and FAQ page: Quickly look up answers to common questions, such as the latest cybersecurity requirements or how to use Google’s Gemini.
- Service Catalog: Explore IT Division services, from cloud computing and telephone support to IT policy. You can also request hardware, like a new phone or computer.
- Submit a Ticket: Experiencing a technical problem? This section takes you directly to a simple form where you can submit the details of your issue.
- Non-IT Questions: Need help from other divisions? This link will send you in the right direction
In addition, a navigation menu (“hamburger” menu) on the left provides quick links to IT solutions, your open tickets, and the full service catalog. There is also a great FAQ and a recorded walk through for additional guidance.
Smarter, Faster Support with Chat
A chat window in the lower-right corner gives you immediate, conversational assistance. Ask a question and get step-by-step guidance without waiting for an email reply, making support faster and more intuitive.
A Commitment to Better Service
“This initiative isn’t just about a new tool; it’s about fundamentally rethinking how we deliver IT support,” said Adam Stone, CIO of Berkeley Lab’s IT Division. “By giving our employees a single, intuitive platform for their needs, we are making a commitment to greater transparency, efficiency, and overall service quality—so the Berkeley Lab community can focus on their mission-critical work.”
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