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ITS Service Desk changing hours on Sept. 1 to better meet demand

The Service Desk at Information Technology Services is changing the hours it provides telephone-based support on Sept. 1 to match peak demand times.

New hours will be: Monday through Thursday, 7:30 a.m. to midnight; Friday, 7:30 a.m. to 8 p.m.; Saturday, 10 a.m. to 5 p.m.; and Sunday 10 a.m. to midnight. The number remains (304) 293-4444.

About 90 percent of all requests for help come in during regular WVU business hours, 8 a.m. to 5 p.m. ITS is expanding coverage before and after that window to ensure coverage during critical times for students, faculty and staff.

To expand face-to-face support and make it more convenient, ITS Connect will also offer 15- to 20-minute consultations at the Mountainlair in a six-week pilot that begins Tuesday, Aug. 18 and runs through Friday, Sept. 25.

ITS Connect staff will be available to the left of the Information Desk from 10 a.m. to 4 p.m. Monday through Friday during the pilot period. ITS will review the use and effectiveness of ITS Connect to determine whether the pilot should be extended beyond Sept. 25.

Faculty, staff and students also can get help or find the tools to help themselves through a new, user-friendly self-service system at it.wvu.edu/help. The new tool offers several new features, including an IT Service Catalog and a new ticketing system for tracking requests and issues. It also has a self-help tool called a Knowledge Base to help users answer, “How do I?” questions.

The Service Catalog and Knowledge Base will be continually expanded and refined. Feedback about the most useful questions and services will help ensure we are providing relevant and useful information. Please send questions or suggestions to ITSHelp@mail.wvu.edu