ER Help Desk

Beginning the week of April the 10^th we will no longer be utilizing the Hostirian Help Desk and will transition our after-hours support back to our internal team. Due to past performance evaluations we no longer see a value added benefit in renewing our contract with them.

At this same time we will also be transitioning to new internal help desk software, all addresses, email, etc will stay the same. Return emails will look slightly different and there will be more tools available to you. For example a searchable solution area for common things like “How to change my password” or “How to access the B drive when remote”, etc. We will release more information concerning the new help desk software as we approach the date.

Please understand that we are not hiring any additional staff to achieve this and the agent that is working at that time will be on overtime/comp time. Because of this we will be creating a policy to assign a priority to submitted tickets. Only tickets with a High/Urgent priority will be worked after hours. Tickets with a lower priority will be worked first thing the next business day. I have included a small sample set of each below. Our primary support agent works M-F 07:30 to 04:30 central time, please keep this in mind when deciding when to submit a non-urgent ticket.

We hope this change will significantly improve our after-hours support vs what it has been over the last two years.