OIT Help Desk
The OIT Help Desk is ready to assist you with your information technology needs.
We are located in the University Research Park (URP) at 5201 California Ave., Suite 203.
The OIT walk-in area is located in 115 Aldrich Hall.
Contact Us
- Business Hours: Monday - Friday, 7:30 a.m. - 5:00 p.m.
- Email: oit@uci.edu
- Phone: (949) 824-2222
- Note: Previous contact points (x48500, helpdesk@uci.edu) are now directed to the contact points above.
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:
- Choose 1 for OIT-supported desktop issues and administrative applications and access (FS, PAL, Payroll)
- Choose 2 for all other issues
- Choose 3 to leave voicemail. You may also call x4-2287 directly to leave voicemail.
- 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 handled/triaged in the order received. For urgent and/or important issues and after hours, clients are urged to call the OIT Help Desk.
- 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 5 pm.
- 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 one of the Help Desk managers below, or ask the representative helping you to transfer you. After hours, you may send an email to one of the Help Desk managers 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.
dlcart@uci.edu
cjackson@uci.edu
Cheryl Watt, Director of Legacy Systems and Client Support
(949) 824-7367cheryl.watt@uci.edu
