Center for Information Technology Services
Important Changes to CITS ASC Help Desk Off-Hours Support
Earlier this year, CITS entered into an agreement with a partner company to expand Help Desk services to 24 x 7. This agreement was cancelled November 1st. The service was not being delivered as expected, nor was it cost-effective given the expense and the very low after-hours call volume. It would not be prudent, therefore, to continue to pay for this service when demand is low and resources are limited. CITS has implemented additional measures this year to strengthen systems availability which has been a contributing factor in the low after hours call volume. We have also implemented automated notification systems to alert appropriate support staff in the event of a critical systems problem.
When calling 410-706-HELP during normal business hours (Monday – Friday from 8 a.m. to 5 p.m.), users will continue to reach the ASC Help Desk staff.
CITS also will be staffing a limited second shift to support critical systems (Monday to Friday 5:00 p.m. to 10:30 p.m.). Users can report problems by leaving a voice mail message at 410-706-HELP or sending an email to firstname.lastname@example.org. Support staff will check the voice mail messages and notify appropriate staff members. They will also follow-up with the caller to confirm that the message was received and recorded.
In addition, CITS will be staffing the Help Desk on Saturdays and Sundays from 8:00 a.m. until 5:00 p.m. to assist users via phone and email.
If you have any questions regarding the changes to our Off-Hours Support, feel free to call or email the ASC Help Desk.