Thursday, June 22, 2017

In response to client feedback, the EITS Help Desk will open earlier on weekdays, starting July 3, 2017.

The EITS Help Desk will open at 7:30 a.m. on weekdays in order to better serve the business needs of the University. It will also close earlier on weeknights, when demand for technical assistance is dramatically lower.

The new hours are:

• Monday-Thursday: 7:30 a.m. to 7:30 p.m.
• Friday: 7:30 a.m. to 6 p.m.
• Saturday-Sunday; 1 p.m. to 7 p.m.

The EITS Help Desk will continue being a 24-hour service, with calls being directed after hours to the EITS Operations team, who are prepared to assist clients with MyID requests, networking needs and other technical questions.

One of the goals with the modified hours is increasing the effectivity of the Help Desk. By opening 30 minutes earlier, the Help Desk can provide support to anyone (i.e. faculty and staff) who need assistance before the work day officially begins.

On Monday through Thursday, full services are available from 7:30 a.m. to 5 p.m., with limited services available from 5 p.m. to 7:30 p.m.

On Fridays, full services will be available from 7:30 a.m. to 6:00 p.m., with calls being directed to operators after 6 p.m.

The EITS Help Desk operating hours for Saturday and Saturday will remain from 1:00 to 7:00 p.m.

These changes come after in-depth research on how to improve the EITS Help Desk.

In 2016, there were more than 60,000 calls, 57,000 tickets, and 8,000 chats to the EITS Help Desk. EITS is reviewing its processes and providing more resources to better serve UGA students, faculty, staff and visitors contacting the EITS Help Desk.

For more information and questions on the new Help Desk operating hours, please contact Wes Johnson at wesj06@uga.edu or Chris Fleming at cfleming@uga.edu.