University News

uTech Improves Technology Service Request Process

February 11, 2013

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MACOMB, IL – The office of University Technology (uTech) at Western Illinois University has implemented SysAid, a web-based self-service Help Desk.

There are currently more than 15,000 users of technology on the University's Macomb and Quad Cities campuses. This program will help University faculty, staff and students report technological issues and request support more easily. SysAid Technologies, the developer of this software and other products, is a privately owned, international company that was founded in 2002. Their products are used in more than 100,000 institutions worldwide.

Prior to the installation of this new application on Dec. 18, those who wanted to report a problem had to do so through telephone or email, or by visiting the uTech Support Center in Stipes Hall. While these methods of reporting problems are still available, users can now submit requests online when they log on to At their convenience, they can also view and add updates to their service requests.

"The previous system had limited functionality and had been in use for more than 10 years. This new web-based application allows users to directly access the system from a PC, Macintosh or mobile device," said Kevin Morgan, uTech's assistant director of User Support Services at WIU. "It also allows us to collect statistical data about requests so that we can identify trends to better serve our end-users."

WIU students, faculty and staff can access the system by logging into with their assigned ECom username and password and then clicking on the SysAid icon. After submitting a service request, users will receive automatic email notifications regarding the status of their request. When service requests are completed, users will have the opportunity to complete a customer satisfaction questionnaire about the quality of their service experience.

For more information about SysAid, visit Western's Knowledgebase at, or call the uTech Support Center at (309) 298-2704.

Posted By: WIU News (
Office of University Relations