UVa Help Desk Implementation Project

Information & Updates

This page last updated 10/13/09

General Transition Information

Information Technology & Communication (ITC), the Integrated System (IS), and the Student Information System (SIS) are moving forward with the transition from separate help areas to a single, unified help desk for IT services at UVa. In addition to being a central place for providing help, services will be enhanced to include 24/7/365 support to the University community via email, phone, chat, and online self-service.

This transition is being facilitated through a partnership with PerceptIS, a Cleveland-based firm with a reputation for excellence in IT customer service for higher education, non-profit, and commercial markets.

UVa Project Implementation Leadership

  • Executive Sponsors: James Hilton (VP-CIO) and Susan Carkeek (VP, Human Resources)
  • Steering Committee: Virginia Evans (ISDS), Terry Lockard (ITC), Susan Barr (SIS), Bryan Garey (Integrated System)
  • Project Teams:
    • ITC: Sandy German, Tracy Smith, Antonio Rice, Deb Mills, Brian Davis
    • Integrated System: Bryan Garey, Sue Simpkins, Patty Marbury
    • SIS: Chris Doran, Elyta Koh

UVa Project Implementation Timeline

The transition will take place over 3 phases, with each phase involving sharing knowledge and documenting processes to forge a strong partnership between each UVa entity and PerceptIS.
  • Phase I: ITC Began in early May 2009; go-live August 3, 2009 (completed on schedule)
  • Phase II: Integrated System Began late June 2009; go-live Oct. 5, 2009 (completed on schedule)
  • Phase III: SIS Began midway through Phase II; go-live Nov. 16, 2009

Unified Help Desk Branding

The UVa Help Desk, branded as 4Help@UVa, features an easy-to-remember phone number (4-HELP) and email address 4help@virginia.edu. Learn more about these and all the other options to available to contact to the expanded UVa Help Desk.

Your Feedback Is Welcome

As these changes are implemented, we welcome participation in the discussion. We invite your input, comments, and questions; send them to ITC Customer Communications via our Feedback form.

© 2009 by the Rector and Visitors of the University of Virginia.

The information contained on the University of Virginia’s Department of Information Technology and Communication (ITC) website is provided as a public service with the understanding that ITC makes no representations or warranties, either expressed or implied, concerning the accuracy, completeness, reliability or suitability of the information, including warrantees of title, non-infringement of copyright or patent rights of others. These pages are expected to represent the University of Virginia community and the State of Virginia in a professional manner in accordance with the University of Virginia’s Computing Policies.