Service Desk Hours Change with Spring Quarter
February 25, 2013
ITS Service Desk hours and availability for core shifts currently run from 8:30 a.m. to 7:00 p.m., Monday through Friday. An analysis of contacts to the Service Desk over the past year shows that IT Services received an average of only 2-3 contacts per day during the hour from 6-7 p.m., which required live, interactive staffing (phone & chat). Conversely, during the 7:30 a.m. to 8:30 a.m. hour, ITS received an average 11-12 of these same contacts, indicating that this early morning time period is being underserved by our current schedule.
To better serve the University community and its changing client support contact preferences, we are moving our core/prime hours to 7:30 a.m. to 6:00 p.m., Monday through Friday, effective at of the start of Spring Quarter 2013 (April 1, 2013).
As with current operations, help will still be available for UCM and critical issues and support after hours and on weekends by calling the Service Desk number, 773-702-5800.