Oct 10, 2018

When you call Academic Technology Services, you may notice that calls are being answered by the Newark IT Help Desk during their regular business hours and the OIT After-Hours Support team. OIT staff members will remain on the phone with you, providing a "warm transfer" when they've reached an ATS staff member to assist you. Previously, calls that could not be answered in the ATS office would go to general voicemail or email and thus there would be additional delays. 

This new process allows calls to be answered by ATS staff while they are in the field to provide more efficient and timely service to you. If ATS staff are already working on other issues and cannot answer the phone, a ticket will be created by OIT staff for follow-up by ATS. If you are not able to remain on the phone, you can request a call back and when the next staff member is available we will call you back. As always, for non-critical or informational requests you can reach us by email at atshelp@newark.rutgers.edu so that issues can be resolved for you and other faculty using the digital classrooms in a timely manner.