Your computer is acting weird? The network is down? Need a change in phone service? Take down all the phone numbers you have on the wall and put up just one: 255-5500, the IT Service Desk. It will replace the HelpDesk, the Network Operations Center (NOC), and Network and Communications Services (NCS). CIT billing inquiries also will be directed to this number.

The new system goes into effect June 18. Current numbers for the HelpDesk, NOC and NCS Operations will continue to function for the foreseeable future while the community adapts. If you have been contacting a college or unit IT support office for help, you should continue doing so for now. Your IT director will alert you when and if you should begin using the central IT Service Desk.

The IT Service Desk will be open 6 a.m. to 6 p.m. Monday through Friday, except university holidays. During nights, weekends and holidays, Facilities' Energy Management and Control System Operations office will answer 255-5500 and provide basic monitoring and contact services for alarms and emergencies.

The decision to move to a single point of contact was a central recommendation of the End-User Support Initiative conducted last year. A panel of representatives from across the university saw reduced costs and more efficient service in having "a single point of contact for all IT incidents and requests so that users do not need to figure out whom to call for what." Whenever possible, the job of the IT Service Desk is to resolve problems, drawing on a database of common questions. Then, if necessary, they can refer a problem to experts.

Some IT service groups and the faculty and staff they support will begin leveraging the central IT Service Desk via pilot programs this summer so that service group personnel can concentrate on IT services particular to the college's or unit's mission and not expend resources on running a contact center.

In the near future, look for a Web form to submit requests for help or service, a self-service knowledge base for access to extensive IT articles and how-to information, and a redesigned IT support Web page with guidance on where to call, chat, email or look online for assistance.