The DoIT Help Desk is undergoing a minor reorganization to enhance our support services across campus. Work for this effort started last summer and we are moving toward the final phase, which includes changes to team names and WiscIT.
New team names
We’ve changed our team names to more clearly reflect their roles. The old “Level 1” and “Level 2” names suggested a hierarchical system and gave the impression that tickets were always escalated between teams. In reality, each team serves different populations with unique support needs.
- Level 1 Help Desk is now the General Help Desk
- Level 2 Help Desk is now the Contract Partner Support Help Desk
General Help Desk
- Supports the entire university community via phone, chat, email and in-person
- Now handles enterprise application support during business hours (formerly handled by Level 2 Help Desk agents)
- Led by Jeff Wilztius, with Jade Schill as student supervisor
Contract Partner Support Help Desk
- Provides support to contract partners who pay for the DoIT Departmental Tech Support service
- Led by Mike Crawford, with Eric Schowalter as team lead
Current status & how you can help
The reorganization is largely complete and new team names are now in use. Please help spread the word by using these updated names in your day-to-day communications.
WiscIT changes & other updates
- Help Desk services and contact methods will not change
- Enterprise service support will be handled by full-time staff on the General Help Desk team
- We’re updating documentation to reflect the new team names
- We’re making minor adjustments in WiscIT routing to ensure accurate case management
- We’re working with the data and metrics team to ensure our reporting metrics are accurate
- Team names in WiscIT were updated to reflect the change:
- “US-Help Desk EAST” is now “US-Help Desk CPS”
- “US-Help Desk ES” was created to route cases based on classification for enterprise support to the correct team