Changes to the University Technical Assistance Center
- March 9, 2022
After an almost 20-year partnership, the University will be ending its agreement with our third-party IT help desk provider this month. As of Monday morning, March 21, the University will be utilizing the services of a new call center and a new ticketing system.
My team has been working with our new provider for several months to prepare for this cut over. Users will continue to call (973)-443-8822 or email firstname.lastname@example.org to report issues and the new help desk will maintain the same 7×24 hour operation which you are accustomed to. All unresolved open tickets will be moved over to the new system when the cutover occurs.
While we aim to make this a seamless transition, users calling into the help desk will be interacting with an entirely new team of call center representatives which may ask new or different questions. While we are excited to be working with an outstanding provider with extensive experience in higher education, we also recognize that that there will be a learning curve as they familiarize themselves with our community. Your patience during this transition is greatly appreciated.