Helpdesk

Welcome to the ITS Helpdesk!  We provide first line computing support for many of UM-Dearborn students, staff and faculty. ( CASL, SOE, SOM, CECS, Mardigian Library have technical staff who are the primary support for their areas.) We accept phone and email requests for help during regular business hours. You can also leave a voicemail or email message on weekends and evenings, and your request will be processed the next business day. When you phone the Helpdesk, staff will try to answer your questions or resolve your problem immediately. If that isn't possible a ticket will be opened and queued up with other active requests.

Ticket System – When you contact us, we immediately enter your request into our ticket tracking system. We will ask for your location, phone number, email address and a summary of the problem. You will be assigned a ticket number and will receive an email confirmation for your records. ITS staff will track your ticket, recording any information related to the problem and solution. Once your ticket is closed, you will be notified by email. Please let us know if you have any follow up questions or problems. Even if we resolve your problem immediately by phone, creating the ticket will help us keep a record of the types of problems encountered, so that we can develop better methods for providing support to the campus.

Hardware Purchase - The Helpdesk can assist you by recommending hardware configurations that best suit your needs. Our staff has evaluated many different components and PCs, and has recommended an affordable standard office configuration which will work best with campus systems. If you have special requirements, contact the Helpdesk to discuss what equipment will best suit your needs. We will also provide you with recommendations for replacement parts and peripherals needed for your current machines. You can purchase the equipment directly from MStores, the UM Computer Showcase, or another vendor of your choice. ITS will handle the purchasing process for UMD schools and departments for a nominal fee [5% for shipping, handling, and rebilling].