Extended IT HELP Hours – Pilot FAQ 

What is the new IT HELP operating hours? 

From Tuesday 4 November, a pilot to extend IT HELP phone support will commence, operating from 7.30am, Monday to Friday. 

Weekend operating hours will remain 11am – 5pm. 

Why are the hours being extended? 

The extension is in response to university feedback with the aim to better support Faculties and Schools during key teaching preparation periods. 

Will weekend hours change? 

No. Weekend operating hours will remain 11am – 5pm. 

What number do I call? 

There is no change to IT HELP number. Please continue to contact IT HELP on 1800 463 888 for IT support.

Does the earlier opening time apply to both phone and chat support? 

No. Chat support will continue to open at 8.00am 

Is this a permanent change? 

This is a pilot program commencing on Tuesday 4 November. 

Whilst there is currently no end date for this pilot, the change will be reviewed on an ongoing basis and the transition to business-as-usual will be considered based on university engagement and feedback. 

At this stage, the pilot is expected to continue until Tuesday 31 March 2026 at a minimum and sufficient notice will be communicated prior to the pilot ending. 

What kind of support is available during the extended hours? 

The same IT HELP phone support services are available. 

How can I provide feedback? 

Feedback can be provided directly to [Timothy Lovell, Manager IT HELP (timothy.lovell@deakin.edu.au), Jess Wisniewski, Director, Customer Support (j.wisniewski@deakin.edu.au)] or to the IT HELP officer on the call.