Getting Help

Do you have a technology question? Do you need help resolving a technical problem? Whether you are a current student, faculty or staff member, Wooster Alum or the parent of a Wooster student, our goal is to provide you with fast and efficient IT service.

In an effort to provide easier, more convenient access to our services, we are offering a new help desk phone tree. The next time you have a technical question or problem, please call us at (330) 287-3000, extension HELP (x4357). Through this tree, users are directed to the appropriate contact for help with projectors and classroom technology, Woodle — Wooster's course management system — telephone and cable TV, printers and copiers, instructional technology and help desk services.

Back in October 2006, IT launched an initiative to improve the quality of help desk service. Our initial focus has been on improving phone coverage throughout the business day. We are pleased to report that we have significantly reduced call abandonment rates. Over the last 7 months over 90% of incoming calls have been answered by a technician. In the past, it was not uncommon for 40% or more of incoming calls to go to voicemail. This improvement is the result of a significant reorganization of our help desk operation.

We are proud of these improvements, but we believe that additional improvements are required if we are to provide the campus community with the kind of service that it needs and deserves. To this end, IT will pursue this initiative throughout the balance of the academic year. Additional service-enhancing steps are already in the planning stages. Updates will be posted regularly to the IT blog.

If you have a question about the services provided by the Office of Information Technology, please feel free to contact us at extension HELP.

We look forward to serving you better!