New hours for OHIO IT Tech Help Desk

The Office of Information Technology (OIT) is always looking for ways to improve its service and meet the needs of students, faculty and staff.

As part of these efforts, the OIT Tech Help Desk has adjusted its hours for the new academic year.

Based on data collected from the past year, results indicated the current hours were not optimal for aligning its staffing with the volume and the type of requests received. OIT has adjusted hours to better match demand and the University's schedule. 

What are the new hours? 

Starting Aug. 25, 2024, the new hours will be: 

• Monday-Friday: 7 a.m.-9 p.m. (previously 6 a.m.-10 p.m.) 
• Saturday: 12 p.m.-8 p.m. (previously 10 a.m.-6 p.m.) 
• Sunday: 12 p.m.-10 p.m. (previously 10 a.m.-6 p.m.) 

These hours will apply to phone, email and chat support, and the physical presence at the Alden Library fourth floor service desk. Previously, in-person support hours were limited by the Bobcat Depot hours, which opened later and closed earlier than phone and chat support. 

How will this benefit OHIO? 

OIT hopes to provide the community with more consistent and efficient support, especially during the peak times of the day and the week. The analysis shows busiest volume between 10 a.m. – 4 p.m. on weekdays and during the late afternoon/early evening on weekends, so student staff was shifted to those times to supplement the full-time staff. The extended Sunday hours will help students and faculty prepare for the week ahead and resolve any issues users may encounter with their devices, software or accounts. Sundays are often busy days for students and faculty who are working on assignments, projects or lectures, and OIT wants to be there for users when they are needed the most. 

Partnership with Alden Library 

The pilot partnership with the Alden Library has been going well since the early July launch. By co-locating with Alden Library, OIT provides holistic support for academic and research needs. Whether users need help with finding resources, accessing databases, printing documents or troubleshooting technology issues, staff are available to assist in one convenient location. Find them on the fourth floor of Alden Library, next to the Library Service Desk staff. 

Your feedback matters 

OIT values your feedback and wants to hear from you. If you have any questions, comments or suggestions about the new hours or their service in general, please let them know. You can reach out by email at servicedesk@ohio.edu.  The staff looks forward to serving you in the new academic year.