Why is this change being made?

Although HelpDesk has maintained around-the-clock availability when the university is open, many issues requiring specialized or escalated support are most effectively resolved during standard operating hours. The revised schedule better aligns staffing with periods of highest demand and improves consistency in the support & experience.

Our goal is to provide clearer expectations, more effective support, and continued coverage for urgent access-related needs outside regular hours.

What happens outside of HelpDesk hours? 
Support for urgent access issues, such as password resets or 2FA assistance, will remain available during closed hours. During that time, callers may leave a voicemail, and urgent access-related issues will receive a return call for assistance. Other issues will be submitted as tickets and addressed during the next HelpDesk support hours. 

What are other ways to get help after hours? 
In addition to leaving voicemail, users can submit a ticket and access self-service resources at help.utk.edu. The site is also home to the OIT Knowledge Base and a new, enhanced chatbot that can help answer questions and guide users to support resources.