Whitehead IT Support Updates
Hello Whitehead!
IT has implemented a new ticketing system in an effort to improve the support and services that we provide to the Whitehead community.
We have transitioned to the new system effective Monday, March 6th 2023.
While there is no immediate action you need to take, there are a few changes detailed below that you will want to note.
- The Call Center has a new name!
- To simplify the groups naming and to better align with the goals of the team, the “Call Center” will now simply be referred to as “Technology Services.”
- There is a new IT support email address!
- If you need to contact IT, please use ithelp@wi.mit.edu moving forward. The previous Call Center email address has been replaced.
- All emails to the former Call Center email account will be redirected for the time being, however, the new email address should be used whenever possible.
- There is a new IT Help web portal!
- https://ithelp.wi.mit.edu will be accessible to anyone at Whitehead without the need for a VPN connection.
- The portal allows you to contact IT for support, request common IT services, browse available help articles, and view any open tickets you might have.
- To view your open tickets, request forms, and browse most help articles, you will need to login to the portal. You can find instructions for logging in at the link below.
- IT Help articles will continue to grow as we push to make more of our IT documentation available to you!
Note: Any existing tickets that you have open with IT have been transferred to the new system.