Changes to OIS phone support

In order to improve the quality and efficiency of the OIS Help Desk services, we are planning to move our telephone support to the ITS phone services on main campus. As of Thursday Sept. 24, all after hours calls (5 p.m. - 8 a.m. and weekends) to the OIS Help Desk number (966-1325) will be automatically directed to the ITS telephone support team.

This “pilot” step will allow us to work out any kinks during low traffic periods to ensure that the transition to the main campus help desk will be as smooth as possible

Then, beginning Monday Oct. 12, all incoming help desk calls will be redirected to the ITS Help Desk for 24/7 phone support. The ITS Help Desk Technicians will be able to provide of the things that our current phone support does, such as assistance with passwords and high level troubleshooting.

This will achieve two primary goals. First, it will provide 24/7 coverage for our customers, something we have not been able to do with our staffing levels. Second, it will make our walk-in help desk more efficient by relieving them of the constant phone interruptions while they are waiting on walk-in customers. We plan to migrate this service in two major steps.

Thank you for your patience during this transition. If you have any questions, please contact Peter Nowak at 966-1879 or Peter_Nowak@med.unc.edu.

Filed under: ,