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
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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