The Help Desk is now the NIH IT Service Desk!

As part of our commitment to continually improve the service provided to our customers, the NIH Help Desk has transitioned from an IT Help Desk to an IT Service Desk.

Enhancing our service

Over the past year, we have put in place enhancements to our organization, processes, and tools in order to deliver a more robust level of support to our users and partners. These changes reflect our commitment to service, stated here specifically as three major principles:

•	To be a Single Point of Contact for all IT requests - One single place to request IT assistance
•	To provide Total Service Request Lifecycle Management - Effective means to track requests from beginning to end
•	To focus on Resolution at First Contact - Deliver requests to the most appropriate responder as quickly as possible

By delivering high-quality IT support and services, the NIH IT Service Desk is an active partner in the effort to ensure that NIH's mission is fulfilled. CIT's focus is to support IT services and to enhance your ability to do your job at NIH.

Our name change

The changes we have made to fulfill these principles are mostly transparent to the everyday user of the Service Desk, with the exception of the name change. As of December 10, 2009, the NIH Help Desk is now referred to as the "NIH IT Service Desk."

As a result of the name change, we have a new URL: http://itservicedesk.nih.gov. The old URL will redirect appropriately, and it is our hope to slowly change all references from the NIH Help Desk to the NIH IT Service Desk in the upcoming months.

Looking ahead

We hope that this focus on service and a renewed commitment to our customers will make a positive impact. This is not the end of our transformation, it is just the beginning. We will never stop changing to meet the evolving needs of our customers.

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