Support and Services Offered
Ensure the least possible downtime by servicing customers’ how-to-questions, problems, and requests as quickly as possible in an effort to maintain productivity.
The Help Center offers the university community assistance with various IT services (e.g., e-mail, password resets, account information, wireless, etc.)
Students living in the Residence halls should schedule appointments for networking and computer assistance through (HuskyTech) at 486-4087. HuskyTech is the computer support service provided to all students by the Division of Student Affairs. For more information on their services click on the following link: http://huskytech.uconn.edu
Who Can Call?
Our support is limited to staff, faculty, and students on our local and regional campuses. Support is limited to university owned computers and university supported software. For a list of supported software please visit the following web site: http://software.uconn.edu/
Do You Support Personally Owned PCs?
We do not support personally owned computers.
What About Support for Students?
Our hardware and software support for students is limited. We can only assist students with university supported applications and software. Any hardware support for personal computers is referred to HuskyTech for assistance.
Reporting a problem to the Help Center
You may report a problem by calling 860.486.4357 (select option 3), by e-mail: firstname.lastname@example.org, by submitting a problem ticket through self help, by leaving a voicemail, or by walk-in. When you report a problem to the Help Center it gets recorded into our Problem Management System and if necessary, referred to the appropriate service partner for resolution. This allows the analyst and customer a means of keeping track of the call and the progress towards resolution. If you need to call us back in regards to your original problem then please reference the problem ticket number you were originally given or the one you created through self help.
From time to time the Help Center may receive a problem which may affect multiple people (such as a server outage, network connectivity problem, unavailability of an application or system, power outage, etc.). The Help Center follows a high priority standardized procedure of documenting the problem and making sure the appropriate people are contacted to resolve the problem and/or issues.
This procedure includes updating the system status voicemail and updating the UITS systems page (see: http://itstatus.uconn.edu). This heightened level of support help to provide excellent customer service and follow through so that you, the customer, are always informed when we experience outages that may affect you.