TTS Pilot Expands Service Desk Coverage to Include 24 x 7 Support for Select Areas

Dawn Irish
Thursday, April 24, 2014 - 11:15am

Tufts Technology Services (TTS) is pleased to announce that on Mon, April 28, 2014, we will begin piloting 24 x 7 IT service desk coverage.   At this time, we are directly supporting Arts & Sciences, Engineering, Fletcher, and several Medford-based administrative units.  You may continue to use the same phone numbers and email addresses you have been using to reach us. For your reference, our main phone number is 617-627-3376. We encourage you to call when you need real-time IT support.

The TTS 24 x7 IT service desk is staffed with a team of full-time IT professionals who are solely focused on supporting the Tufts community.  The service will expand to other departments and campuses over an 18-month period. If the IT service desk is unable to resolve your support request, they will assign it to the appropriate local IT group and work with them through resolution. 

The addition of 24 x 7 IT service desk coverage reflects our understanding that teaching, learning, and research happen around the clock.   Our ability to provide extended IT service desk coverage comes as a result of a partnership between Tufts and an IT service provider that will also allow us to continue to expand IT support for faculty, students and staff.   

On-site technology support services will continue to be available Mon – Fri between 9:00 a.m. and 5:00 p.m. This includes desktop support from Frontline Support Providers (FSP), A/V classroom and event support, and the TTS Technology Support Center for walk-in hardware and software support. 

We will continue to make enhancements to our IT support capabilities and look forward to your feedback on the 24 x 7 pilot so we can ensure this service provides quality support to the Tufts community.

For questions about the expanded service hours, please contact Doug Anderson, TTS Director of Service Planning & Management at doug.anderson@tufts.edu.