Shifting all University operations online creates unique challenges, unexpected remote-work scenarios and an unprecedented reliance on technology. As Information Technology Services works to meet the many needs of faculty, staff and students in the weeks ahead, we ask for patience and understanding when contacting the Service Desk.
Calls about three critical areas - eCampus, Banner and Payroll team operations - will take priority, and the staff will get to all others as quickly as they are able. If your need is urgent and relates to one of these areas, please call 304-293-4444. If your question or issue can wait until the call load lessens, please email ITSHelp@mail.wvu.edu.
ITS also encourages the use of its self-help tool, it.wvu.edu/help, to find answers, instructions and resources for working remotely. Knowledge Base articles have been created or updated on a wide variety of subjects, including VPN and remote access, Teams v. Zoom and call forwarding. Faculty should consult TLCommons.wvu.edu for guidance on instruction.
ITS Service Desk hours are 7:30 a.m. to 8 p.m. Monday, March 23 through Friday, March 27. Starting on Saturday, March 28, the Service Desk will be open 6 a.m. to midnight seven days a week.
The realignment of personnel will expand hours of operation but may reduce the number of staff available at certain times. Please prepare for the possibility that wait times may be longer than normal.