Starting July 1, the help desk at Information Technology Services will provide telephone assistance from 6:30 a.m. to midnight every day.
The previous overnight staffing is being eliminated because of low demand for assistance during those hours. The bulk of requests typically come during the Service Desk’s core hours, which are 8:30 a.m. to 5 p.m. Monday through Friday. During core hours, ITS provides Outbound Support, Advanced Support and other specialized services.
ITS tested core-hour staffing over the 2013 Christmas break, with positive results. ITS also has been increasing automatic monitoring of the data center to alert key personnel to any after-hours problems.
This staffing change also is part of the department’s continuing effort to be more efficient while continuing to provide an effective service.
Please direct any questions or concerns to firstname.lastname@example.org.