Service Desk Support

Reporting, triaging and troubleshooting of computing services provided by CUIT

Also known as Help Desk or Support Center.

The Columbia University IT Service Desk is the single point of contact for issues related to all CUIT-provided services, allowing all information to flow through one central location and ensuring proper delivery of CUIT services to support the goals of the University.

The CUIT Service Desk offers technical assistance and customer service to Columbia University employees, faculty, students, retirees, alumni, and those affiliated with the University. The Service Desk receives requests and questions about University Network IDs (UNIs), various software applications and hardware, email, wired and wireless network issues, phones, mobile devices, and general CUIT-provided services.

The Service Desk’s goal is to resolve your issue the first time you contact us. The issues that Service Desk cannot resolve will be transferred to the designated person that manages the particular service with which you need assistance.

As part of the Service Desk, we have a Customer Advocacy team focused entirely on improving our support processes and customer satisfaction. Customer Advocates act as liaisons and an escalation point for our customers, supporting positive customer experiences. Customer Advocates also provide the members of our Service Desk team with the knowledge that they need to provide the highest levels of customer service, work with CUIT service owners to ensure that incoming issues are resolved in a timely manner, manage ongoing improvements resulting from customer satisfaction surveys, and improve knowledge management through the adoption of knowledge-centered support best practices.

CUIT Service Desk support by phone: 212-854-1919

Monday - Thursday: 8am - 11pm
Friday: 8am - 7pm
Saturday: 10am - 6pm
Sunday: 3pm - 11pm

Alternatively, you can submit a ticket to the Service Desk ask questions or report an issue.

In alignment with the rest of the University employees, the CUIT Service Desk is closed on the following holidays:

  • New Year’s Day
  • Martin Luther King Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Election Day
  • Thanksgiving Day
  • Friday after Thanksgiving Day
  • Christmas Day

Please check back for closures on other holiday-associated days and weekends as they approach. You can also check the Columbia University holiday calendar for specific holiday closure dates. Please note that while the Service Desk is typically open on the weekends, if a major holiday is adjacent to a weekend, it is possible that the Service Desk will be closed on Saturday and Sunday as well.

FAQ

Yes, you can submit a ticket for your questions or issues.

The CUIT Service Desk uses Bomgar as a secure remote troubleshooting tool, allowing them to access your computer and experience the problem you’re encountering firsthand.

You can see a full list of CUIT services on the Service Catalog.

We do not have online chat service at this time.

If you need to escalate your issue, call 212-854-1919 and ask to speak to a supervisor.

You will receive an email notification when your issue is resolved. If you still need assistance, you have 48 hours to click the link provided in the email to reopen your case. You can also call 212-854-1919 and ask a technician to reopen your case. After 48 hours, the ticket will be closed. We will open a new ticket for you and reference the original ticket.

If you have an urgent issue, please call 212-854-1919 to receive the quickest response.

Please have your UNI and your Columbia University ID card (for password resets).

We have peak seasons during the beginning of the fall and spring semesters. You might consider submitting a ticket at these times.