Effective August 27, 2012, the ITS Help Desk has implemented a new after-hours support process. In order to better accommodate the campus community, we have modified our hours of operation and begun "in-sourcing" our after-hours service.
Phone and email support is available during Intersession between the following hours:
- Mon-Fri: 8am-11pm
- Sat: 11am-4pm
- Sun: 12pm-9pm
Our walk-in center in UC-117 is open during Intersession to provide support Monday to Friday 8am-5pm.
After using an outsourced service for our after hours help desk, we've found that over 96% of calls to the help desk calls occur during our new hours of operation. We've also examined our customer surveys and found that callers generally have a better experience when dealing with USD technical staff rather than an external organization. To that effect, we've discontinued the use of the outsourced support organization and increased the availability of ITS staff to provide service to the campus. Our new process better aligns the ITS Help Desk to meet the requirements and expectations of our customers: the staff, faculty and students of USD.