To better service our CFAES customers statewide, the Information Technology Services group has adopted a new system for phone support at the ITS Service Desk. You may still use the same phone numbers to request IT service: 330-263-3772 for Wooster and 614-292-9110 for Columbus, for the IT Service Desk. We also have added 844-614-4848 for County Offices and Outlying Research Stations.
In the near future, we will be moving to a “single number” calling scheme statewide. With the adoption of the new phone system, callers will be provided a welcome greeting and options to expedite their IT issues. Additionally, the system hosts an on hold, “in queue” feature, allowing you to leave a callback number or provide a detailed voice mail message for our agents to create a Service Desk ticket on your behalf.
ITS is also moving to a unified ticketing option to manage your support requests. The e-mail ticketing system (cfaes-ithelp@osu.edu) used by the Columbus campus customers will continue to work, and we are adopting a new web portal https://ithelpdesk.cfaes.ohio-state.edu/helpdesk/ for customers to enter their IT support requests. We are urging you to start using the web portal today, and you can easily log into the CFAES web service desk portal with your OSU login credentials to enter your information.
With both of these changes in service, our goal is to better assist our customers in a timely fashion, provide some metrics on our performance, and resolve IT related issues for our faculty and staff, statewide.
If you are experiencing any issues with the new call tree service or the web service desk portal, please contact Chris Dicus, CFAES ITS Customer Service Relations Manager, at dicus.1@osu.edu or 330-263-3784. Any feedback is appreciated as we streamline our CFAES ITS customer service experience.