CUNY IT Helpdesk Portal
The City University of New York (CUNY) is the nation’s largest urban public university, with 25 colleges and professional schools serving over 275,000 students, faculty, and staff across New York City.
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Project
Overview
CUNY contracted Spruce to develop and implement a service catalog and knowledge base portal for use by its students, staff, and faculty — delivering a solution that helps manage the university’s IT service desk and provides a searchable knowledge base and service catalog.
Providing effective IT support to 275,000 users across 25 campuses requires a sophisticated, well-organized service catalog and knowledge base that makes it easy for users to find answers and request help. CUNY needed a platform that could serve the diverse technical needs of the largest urban university system in the country.
Our
Strategy
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Spruce built a comprehensive, user-friendly IT service portal for the nation’s largest urban university — streamlining support for hundreds of thousands of students and staff.
1. Service Catalog Development
Spruce developed a structured service catalog that organizes CUNY’s full range of IT services into an intuitive, searchable format — making it easy for students, faculty, and staff to find and request the specific support they need.
2. Knowledge Base Architecture
A comprehensive, searchable knowledge base enables users to find answers to common questions independently — reducing ticket volume and empowering the CUNY community to resolve issues efficiently.
3. IT Service Desk Management
The platform provides CUNY’s IT teams with the tools they need to manage incoming service requests, track resolution, and maintain visibility across helpdesk operations at scale.
1. Service Catalog Development
Spruce developed a structured service catalog that organizes CUNY’s full range of IT services into an intuitive, searchable format — making it easy for students, faculty, and staff to find and request the specific support they need.
2. Knowledge Base Architecture
A comprehensive, searchable knowledge base enables users to find answers to common questions independently — reducing ticket volume and empowering the CUNY community to resolve issues efficiently.
3. IT Service Desk Management
The platform provides CUNY’s IT teams with the tools they need to manage incoming service requests, track resolution, and maintain visibility across helpdesk operations at scale.
Results
& Impact
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The CUNY IT Helpdesk portal gave the nation’s largest urban university a professional, scalable service management solution — improving the support experience for hundreds of thousands of users across all 25 campuses while streamlining operations for CUNY’s IT teams.
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