The ITS Support Center will expand our open hours beginning Jan. 29 with the start of the spring semester. Under this new model, the Support Center will be staffed by Student Techs for extended weekday evening hours as well as limited weekend hours. Operational hours will vary when classes are not in session. The new hours will be: 

• Monday–Thursday: 8 a.m.– 9 p.m. 
• Friday: 8 a.m.–4:30 p.m. 
• Sunday: 3–8 p.m. 

The schedule change is due to ITS ending our contract with Blackbelt Help for after-hours support, effective Dec. 15, 2023. This service was discontinued due to declining call volume and increasing costs. Calls to the Support Center will be answered as usual during operating hours. When the Support Center is closed, calls will be directed to voicemail, and ITS staff will respond to these calls in the order received on the following business day. 

The classroom emergency line will be answered beginning at 7:45 a.m. on weekdays. We encourage the campus community to continue submitting support tickets via our 24/7 support portal at service.drake.edu/its.

In addition to the new Support Center hours, ITS will be updating our Service Portal. The Service Portal includes access to the Service Catalog to submit issues or make requests, the Knowledge Base to find how-to guides and information, and additional technology resources. This update will provide a clean, simplified layout with easy-to-access buttons and helpful tips for navigating the Service Portal. More information will become available as we approach the launch date. 

If you have questions, contact us by submitting a ticket though the Service Portal (service.drake.edu/its) or by calling the Support Center at 515-271-3001. 

— Becky Klein, ITS