A view into the IT Service Desk at the Campus Center with students awaiting service
University News

UMass IT Launches New Mobile Check-In for In-Person Tech Help

This fall semester, UMass Information Technology (UMass IT) has launched Mobile Check-in for in-person tech support at the IT Service Desk in the Campus Center. The new online check-in option is designed to help students, faculty and staff save time and skip the line for in-person tech support service.

UMass Amherst IT wordmark

“In-person wait times at our Campus Center Service Desk can get long at the beginning of the semester. Our new online check in helps students, staff, and faculty hold their spot in line before they even arrive at the Campus Center,” said Anthony Laffan, IT Service Desk senior manager. “You’ll know if you have time to grab a coffee or a snack at the Blue Wall. Just enter your name and cell number online. We’ll text you with your estimated wait time and let you know when you’re at the front of the line. You can even text back to let us know if you need more time.”

Campus community members fill out the brief Mobile Check-In form and fill out basic data (name, phone number) from their dorm, classroom, office or home. Mobile Check-In saves a space in line and sends text-based updates on the approximate appointment time. There are options to push the appointment to a later time, get status updates or cancel.

Since the start of the fall semester, more than 700 people have used the virtual queue. “The majority of people were in the queue for 10 minutes or less and over 70% were helped in 15 minutes or less,” said Dan Whalen, IT Service Desk assistant manager.

For more information, or if you are experiencing issues accessing IT services, please contact the IT Service Desk at it@umass.edu or at 413-545-9400. More ways to get tech help include chat, an online request form, and in-person support.