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ITS Help Desk
Anyone at Yale can call the ITS Help Desk. We can get you connected with the support you need. If you are a student, please see our student support listing.
Phone
Call us at 203.432.9000
Monday - Friday 7:00 AM. - 6:00 PM
Email helpdesk@yale.edu
helpdesk@yale.edu - Please send only one email per request. Expect a response within two working days. Include a detailed description of your issue or inquiry and the operating system (Windows, Macintosh, Linux, Palm, etc). Please do not send email for an emergency! (call 203-432-9000)
Walk-in support
Walk-in support is available at the Computing and Media Center located in SHM IE90.
After hours emergency problem reporting
To report a server outage, network outage, virus attack or security intrusion call 203-432-9000 and press 2. This will allow you to leave a message for on-call Production Systems staff. ITS staff will contact you only if more information is required to investigate the reported problem. Call the Help Desk on the next business day or visit the ITS System Status website for any available status updates.
Order or change services
START - central campus (requires VPN from off campus)
Computing Request Form - medical campus
Our mission
The ITS Help Desk is a technical support team that provides prompt, knowledgeable, courteous computing support services over the phone and via email. All staff are Certified Help Desk Professionals™. The Help Desk resolves approximately 93% of all incoming issues independently. If we cannot resolve an issue we escalate your inquiry to another unit or do our best to provide alternative referrals or resources.
What you can expect
Callers are greeted by an ITS technical support specialist, who will ask for your University NetID. The support specialist then enters your NetID into our database in order to access your account information. This helps us attend to your specific support needs most effectively.
The Help Desk support specialists will address and solve as many issues as possible during the course of your call and provide you with pertinent information or referrals.
Should it be determined that the issue requires a Desktop Support Provider site visit, a work order will be created. If your department does not have a contract with Desktop Support, a PTAEO will be required in order for the support specialist to submit a work order. You may obtain your PTAEO from your business office or instruct the support specialist to use the PTAEO we have on record for your account.
Emergency vs. standard requests
A service call is escalated to emergency status when a computer or printer is down or business is severely impaired. Please consider whether your problem impedes mission critical work.
Response time
Standard, non-emergency requests will be responded to within 5 business days. Emergency requests will be responded to within 1 business day, with the exception of emergency requests from clinical units. If a clinical unit has a problem that directly affects patient care or information processing for patient care, the request will be addressed within 4 hours of the call.
Charges
Emergency site visits are charged at the current site visit hourly rate for desktop support. If you have an emergency request pending and the problem is resolved before we are at your site, please call the Help Desk to cancel the request and avoid a site visit charge.
Holiday/recess emergency support
Help Desk staff will retrieve voice mail hourly from 8:00 a.m. –5:00 p.m. weekdays. We are closed weekends during recess. If the reported issue is mission critical and requires emergency support, a Help Desk technician will return your call and attempt to solve the issue over the phone. If the issue requires a site visit, we will assign it to the Desktop Support technician on-call.
Self help
- Eudora
- Online audiovisual tutorials - medical campus
- YaleConnect
- Oracle
- SciQuest
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