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Wednesday April 16th, 2014

OIT Help Desk

The OIT Help Desk is ready to assist you with your information technology needs.

We are located in the Administrative Module B, Building 423 towards the back area of parking lot 16.

OIT walk-in support is available there as well as in 115 Aldrich Hall.

Contact Us

If your issue is urgent, please call the Help Desk 24 hours a day, 7 days a week at (949) 824 - 2222.

Telephone Support

Call the help desk when your issue is urgent, to report services that are down, or to get help diagnosing your problem.

When you call the OIT Help Desk, you can expedite resolution for your particular issue by selecting from one of these options:

What to expect
  • Simple issues will be resolved on the phone
  • We will guide you to available departmental and on-line resources
  • For more complex issues, a ticket will be created and assigned to an appropriate agent
  • You will get confirmation of your ticket within half a business day

E-Mail Support

Send email to the help desk when the issues is complex and easier to describe in writing, when you have error messages, email, or screenshots which will clarify your problem, or when an issue arises after hours which can be dealt with on the next business day.

E-mail requests will be addressed in the order received. For urgent and/or important issues and after hours, clients are urged to call the OIT Help Desk.

What to expect
  • Tickets will be issued for all requests for help and information
  • Your ticket will be assigned to an appropriate agent
  • You will get confirmation of your ticket within half a business day

Walk-In Support

Visit the help desk when helping you requires photo ID (password resets), when bringing in equipment will help diagnose your problem (wireless connectivity), or when you need in-person assistance with on-line tools.

Walk-in support is located in 115 Aldrich Hall (Monday through Friday 9 am to 6 pm) and Administrative Module B, Physical Sciences Quad (Monday through Friday 8 am to 5 pm).

What to expect
  • Simple issues will be resolved immediately including UCInetID password issues, most e-mail issues, and wireless configuration.
  • We will guide you to available departmental and on-line resources
  • Some issues will require creation and assignment of tickets

Issue Escalation

Our goal is to provide service in a professional and timely manner. If you are not satisfied with the service you are receiving, you may escalate your request in several ways. During business hours, you may call a member of the Help Desk Management Team below, or ask the representative helping you to transfer you. After hours, you may send an email to one of the Help Desk Management Team members for attention the following business day. If your after-hours issue is urgent, call x4-2222 and ask the representative to call the appropriate escalation contact.

Carol Jackson, Help Desk Manager

(949) 824-6844
cjackson@uci.edu

Cheryl Watt, Director of Legacy Systems and Client Support

(949) 824-7367
cheryl.watt@uci.edu