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For support: call extension 5-Help (212-305-4357) or email us
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Hours Contact Information
  • Monday - Friday: 9:00am to 7:00pm*
  • Saturday: 9am to 5pm
  • Sunday: 10am to 6pm
  * Phone support on weekdays begins at 7:30am
  • Open new service request tickets from incoming calls, emails, and voicemail messages
  • Troubleshoot up to 15 minutes to identify a resolution
  • Provide status on existing service requests
  • Close resolved service request tickets
  • Route tickets to the appropriate level 2 unit when the resolution is not identified within the 15 minute time limit
  • Provide follow-up call management
  • Transfer incoming calls to other service support units within Columbia University

Web Support Responsibilities:

  • Publish Frequently Asked Questions
  • Publish known work solutions
  • Maintain documentation regarding the use of the CU applications
  • Maintain Service Desk Service Request status tracking functionality

Library Support Responsibilities:

  • Distributions of SAS/SPSS software and licenses
  • Maintain a clean and fully functioning computer lab

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Last updated 10/28/2015