To further provide accessible IT support for the WashU community, WashU IT will be adding an option for users to indicate phone or email as their preferred method of contact for follow-up questions should they arise from IT support staff. Read below to see what you can expect once this option is implemented on June 29, at 11 p.m. CT.
Please be advised that you will still receive ServiceNow emails if you indicate phone as your preferred method; however, IT support staff will call you if they need to follow up with you.
Calling the Service Desk
When you call the Service Desk for support, the technician will ask whether you prefer email or phone for follow-up questions.
Emailing the Service Desk
If you email ithelp@wustl.edu, email will be the presumed preferred method of contact, but if you prefer phone, you can indicate that in your email.
Using the ServiceNow Self-Service Portal (wustl.service-now.com)
Reporting Workday and IT Issues
If you report Workday and IT issues through the ServiceNow Self-Service Portal, use the drop-down menu to select your preferred method of contact for follow-up questions.
Requesting Services and Equipment
If you request services and equipment through the ServiceNow Self-Service Portal, select the “Preferred method of contact for questions/Special Instructions” plus sign to type in your preferred method on the “Order Confirmation” pop-up window during the checkout process.
We hope this new option will improve your customer experience and satisfaction with our IT support.
Have Questions? Email us.