ITS Help Desk

The ITS Help Desk is a technical support team that provides prompt, knowledgeable, courteous computing support services over the phone and via email. All staff are Certified Help Desk Professionals™ [2]. The Help Desk resolves approximately 93% of all incoming issues independently. If we cannot resolve an issue we escalate your inquiry to another unit or do our best to provide alternative referrals or resources.

What you can expect

Callers are greeted by an ITS technical support specialist, who will ask for your University NetID [3]. The support specialist then enters your NetID into our database in order to access your account information. This helps us attend to your specific support needs most effectively.

The Help Desk support specialists will address and solve as many issues as possible during the course of your call and provide you with pertinent information or referrals.

Should it be determined that the issue requires a Desktop Support Provider site visit, a work order will be created.

EMERGENCY VS. STANDARD REQUESTS

A service call is escalated to emergency status when a computer or printer is down or business is severely impaired. Please consider whether your problem impedes mission critical work.

RESPONSE TIME

Standard, non-emergency requests will be responded to within 5 business days. Emergency requests will be responded to within 1 business day, with the exception of emergency requests from clinical units. If a clinical unit has a problem that directly affects patient care or information processing for patient care, the request will be addressed within 4 hours of the call.

AFTER HOURS EMERGENCY PROBLEM REPORTING

To report a server outage, network outage, virus attack or security intrusion call 203-432-9000 and press 2. This will allow you to leave a message for on-call Production Systems staff. ITS staff will contact you only if more information is required to investigate the reported problem. Call the Help Desk on the next business day or visit the ITS System Status [4] website for any available status updates.

HOLIDAY/RECESS EMERGENCY SUPPORT

Help Desk staff will retrieve voice mail hourly from 8:00 a.m. –5:00 p.m. weekdays. We are closed weekends during recess. If the reported issue is mission critical and requires emergency support, a Help Desk technician will return your call and attempt to solve the issue over the phone. If the issue requires a site visit, we will assign it to the Desktop Support technician on-call.