The Office of Information Technology Help Desk and Academic Support began their merge into one point of contact, the OIT Service Desk, starting the week of Oct. 25. According to an OIT email release, this merger has been in discussion for years.
The goal of the merge is to benefit the UCCS community by “[allowing] the OIT department to make data-driven decisions and focus on continual-service improvement,” according to the email.
The transition will take place over the next ten months, with an expected completion date in Fall 2022. Starting Oct. 25, Academic Support employees began cross-training with the Help Desk employees.
Training focused on classroom/lab support, troubleshooting, basic policies and procedures.
The Help Desk was briefly closed to walk-ups last week due to the training, but operation has since resumed.
Over the duration of the merger, a new website, new email and a review of services will take place. The OIT will distribute all further information regarding the rest of the change.
According to the OIT website, they offer help for all computing, networking and telecommunications needs at UCCS.
OIT services staff the Help Desk and support classrooms and labs throughout UCCS. According to the email, “Their primary mission is to serve the UCCS community by developing and supporting learning technology, providing exceptional customer service, and acting as the central point of contact for OIT.”
UCCS faculty and students can use the Help Desk for any tech issue on campus or relating to UCCS systems off-campus. Students can also search for fixes to common problems and live chat with a representative who can assist them.
Starting Nov. 1, the hours for the Help Desk will be changing as part of the merger. They are now Monday-Friday, 7:30 a.m.-5 p.m. The Help Desk hours used to be Monday-Friday, 8 a.m.-6 p.m., and closed when the campus is closed.
Calls and live chats will continue to be answered until 6 p.m. for the remainder of the semester.