Helpdesk

Service Initiation

Urgent or time-sensitive issues must be reported by calling 212-854-1919. All other issues should be reported through askcuit@columbia.edu or online: http://askcuit.columbia.edu. Please do not report time-sensitive issues through email.

Support

Service Support Contact:

Call 212 854 1919

Email askcuit@columbia.edu

Online web form at https://www1.columbia.edu/sec/acis/support/consultant/request.html

CUIT Helpdesk Service Hours

Phone Support - 212-854-1919 Hours:

Sunday: 3pm-11pm

Monday – Thursday: 8am-11pm

Friday: 8am-7pm

Saturday: 10am-6pm

Email/Web/online Support askcuit@columbia.edu

Hours: Monday-Friday 9am-5pm

Helpdesk Support Center walk-up facility at 202 Philosophy Hours:

Monday- Friday 10am-6pm

Service Targets:

Email submissions to askcuit@columbia.edu are priority 3.

Priority	Response time
1	1 hour
2	6 hours
3	1 business day

Priority definitions

Priority can be deduced using a combination of Urgency and Impact. For reference, the definitions of these terms are as follows:

Impact:a measure of the business criticality of an Incident, often equal to the extent to which an incident leads to degradation of agreed service levels. Impact is often measured by the number of people or systems affected.

Urgency:the necessary speed of solving an incident of a certain impact. A high-impact incident does not, by default, have to be solved immediately.

Priority:is expected effort. This is denoted by a number value, and is determined through assessing a combination of impact and urgency.

The matrix below describes the framework for determining priority.

PRIORITY
		Impact
		Impact
		High	Medium	Low
Urgency	High	1	1	2
	Medium	2	2	3
	Low	2	3	3

Service Contact:

James Izurieta

CUIT Executive Owner:

Donna Sadlon, IT Program & Service Managment

Service Description

Status:

Active

Details

First level application, network connectivity, ID support and some 2nd level support services related to computer hardware, cellular phones, standard desktop software, University applications and access to University resources. For details on support offered in each of these categories, please refer to the specific service category. This service is available to students, faculty and staff across the campus. The Helpdesk also maintains an adjunct service - the Helpdesk Support Center walk-up facility at 202 Philosophy. Requests will be logged and tracked through resolution. Issues that cannot be resolved by the Help Desk will be escalated to the appropriate resources. In the case of non-standard software or non-University owned resources, the Help Desk will refer the customer to the appropriate external entities.

Standard Service Features

Resetting UNI and Administrative ID passwords, configuring email clients, troubleshooting network connectivity problems, assistance with installing software from CUIT website, resolving login problems, diagnosing operating system and supported software problems Services offered at 2020 Philosophy include Printing Dollar purchases, campus phone issues personal laptop problem diagnosis and wholesale media duplication.

Standard Costs:

Standard support is free of charge.

Optional

Support can be provided remotely through the Bomgar tool, if requested through phone contact. Helpdesk provides 1-st level Remedy admin support, as well as personal computer pre-purchase and ACD usage consultation. Expedited backline support for other campus IT organizations.

Service Eligibility

Current staff, student or faculty member

Prerequisites

A valid UNI.