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For support: call extension 5-Help (212-305-4357) or email us
 
 
  Service Desk
 

About Us

Hours Contact Information
  • Monday - Friday: 8:00am to 7:00pm*
  • Saturday: 9am to 5pm
  • Sunday: 10am to 6pm
* Phone support is available from 7:30am to 7:30pm Monday through Friday

The CUMC IT Service Desk acts as a centralized point of contact for technical support and resources used at the Columbia University Medical Center. We work closely with other IT groups and departments at Columbia and NYPH to help provide prompt resolution of technical issues.

The Service Desk is the initial technical support group for Faculty, Staff and Students, providing free first level troubleshooting for account, programs and systems at CUMC via phone, email and through the remote CUMC IT eSupport tool.

Students may also use the walk in desk on the 2nd floor of the Hammer building for computer and software support. Faculty and Staff may only use the walk in desk for account troubleshooting and basic questions regarding available technical resources. Computer and software troubleshooting for Faculty and Staff cannot be preformed at the walk in desk, instead please call or submit an online request first for assistance; a Field Technician will be dispatched if needed.

Accomplishments:

Since the Service Desk was formed in 2004, we have:

  • Provided consistent, customer-service oriented technical support for over 6000 faculty, staff and students 7 days a week
  • Researched and implemented solutions such as Online Service Requests and CUMC IT eSupport
  • Streamlined the IP registration, Domain and Oracle Calendar account creation processes to provide a faster turnaround time
  • Consolidated password reset support for UNI, Domain Account, IDX, Stockamp and AP/CAR logons so customers can call 5-Help and have issues resolved immediately
  • Provided courtesy calls to customers informing them when an incident reported to the help desk has been closed by higher-level technical groups in order to ensure satisfactory resolution and tracking of all issues
  • Solicited and tracked customer feedback via online and email surveys to assist in improving IT support at Columbia
  • Worked to streamline outage notifications via email to the CU community, and posted regular updates of Columbia, NYPH and general technical news to our home page

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Last updated 3/16/2010