Based on feedback, LTS is launching a new Help Desk model to improve caller identification, status communication, speed of problem resolution, and more effective referrals for questions that cannot be answered immediately.
We are adding a direct instructional technology support line for faculty, xITIT (x4848), staffed by Research & Instructional Support staff, who specialize in the instructional use of Sakai, Google, and other academic software.
Also, a new menu will more efficiently direct calls to the Help Desk at x3333. Calls to the Help Desk will be answered by professional staff and our most experienced students.
- Press 1 for classroom technology emergencies (same as calling xHELP)
- Press 2 for faculty academic software problems (same as calling xITIT)
- Press 3 or stay on the line for remaining problems and questions
Non-urgent classroom issues can be sent to classrooms@wellesley.edu. If you prefer email to the phone, you can continue to email helpdesk@wellesley.edu. Your questions will be immediately directed to the appropriate staff. Students should continue to call x7777.
With these new options, we are retiring our Google hotline (x4445) and Google Questions in Google Groups. If you call x4445, you will be redirected to the Help Desk. Questions emailed to google@wellesley.edu will automatically create a ticket in Web Help Desk, and a Google specialist will follow up with you.
To: Faculty, staff
From, more info: Veronica Brandstader, LTS, x2171
