Update: SAMI Support Team Trial
- Posted:
- October 8, 2025
While FDU OIRT regularly unveils new initiatives aimed at improving the IT experience at the University, the Fall 2025 semester has been among our most ambitious. At the start of the semester, FDU OIRT announced the trial of a new support solution that uses a dedicated team of FDU technicians to provide enhanced support when requests are submitted through our SAMI Support Portal. A public form is also available to ensure that individuals unable to authenticate can receive the same level of service. In mid-September, we introduced SAMI Shorts—brief videos that help explain the technology we offer and how our community can best utilize it.
How has the trial gone?
The SAMI Service Desk has handled nearly 1,000 tickets since the beginning of the trial. Over 90% of tickets were responded to within 3 hours, and over half were resolved within 24 hours. Of the 12 tickets rated by users, ten received a 5 out of 5. Initial feedback indicates strong engagement with our SAMI Short videos as well. These are clear signs that we are heading in the right direction.
What’s next?
Starting October 14, we will expand the trial to include support requests initiated via email. While the preferred method for submitting a ticket remains the SAMI Support Portal, community members can now email support requests to samisupport@fdu.edu.
Will the old email address still work?
Yes. While FDUTAC@fdu.edu will still function for now, tickets sent to that address will be routed to the SAMI Service Desk instead of our third-party team.
What else is changing?
With the introduction of our new Student Internship Program, we now have a group of trained students supplementing our staff of dedicated FDU technicians. Once fully launched, the internship program will bring the total number of Service Desk personnel to six during peak hours.
What’s not changing?
Our third-party Technical Assistance Center, UTAC, is still available at (973)-443-8822.
Why are we doing this?
As we become increasingly reliant on technology to teach, learn, and manage the business of higher education, OIRT continues to evolve our services to be better, faster, and more accurate. The new internal Service Desk initiative directly supports this goal and aligns our support model with best practices in higher education.
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