With the IRP Student project winding down at the end of this month, I wanted to update the UBC community about how the Integrated Service Centre Service Desk will be supporting Workday Student and other Student-related systems going forward.
As you may or may not be aware, the ISC has already been involved in supporting faculty, staff, and others who use Workday Student in their roles at UBC since Launch 1 last October. The ISC Service Desk has been fielding support requests by phone and through the UBC Self Service Portal, reviewing requests, and directing them to the best team to respond.
This work has given us a lot of insight into the support needs of the community for Workday Student.
In May, we brought on a new Service Desk Manager to oversee Workday Student support, and added several support specialists to focus on Student support to ensure we can meet UBC’s needs.
We have also been working closely with Enrolment Services to understand the type of inquiries faculty and staff who work with student information will have throughout this transition and into the future. Our Workday Student support team have spent the last few months learning about the academic life cycle, Workday Student functionality, and how faculty and staff use Workday Student in their roles.
With the addition of a new Workday Student Product team at the ISC, many of whom will be joining us from IRP, our Student support specialists will also have in-house help with Workday Student requests. How you access Workday Student support will not be changing as of November 30. We will continue to accept Workday Student support requests through the dedicated form in the UBC Self Service Portal, and the ISC Service Desk will be available by phone for urgent issues and to follow up on requests.
Students will continue to contact Enrolment Services or their faculty or academic advisors for Workday support, unless they also work at UBC and need help with Workday as an employee or related to their work.
For those of you who also use Workday Finance, HR (HCM), or other Workday tools, I want to assure you that while Workday Student will be an important focus for us in the coming year, we will continue to provide the same level of support to UBC faculty, staff, student employees, and others across Workday.
As the Service Centre Senior Manager, I am always available to discuss how we can better support your team or area. Please don’t hesitate to reach out to me directly if you have an idea or suggestion for how we can improve our support services, or if you have an urgent issue that requires escalation.
Veekay Padhi
Service Centre Senior Manager, ISC
Stay tuned for another update from the Integrated Service Centre (ISC) in early December on other ways we will be supporting the community with Workday Student, including new knowledge resources.