About Us:

The CUMC IT Service Desk is the main technical support help desk for Faculty, Staff and Students at the Columbia University Medical Center campus. We are located on the 2nd floor of the Hammer Health Sciences Building right above the Health Sciences Library, and provide free first level troubleshooting for accounts, programs and systems at CUMC.

The Service Desk acts as a centralized point of contact for CUMC technical support and resources. We work closely with CUMC IT groups and other IT departments at Columbia and NYPH to help provide prompt resolution of technical issues.

Contact Us:

• Phone extension 5-Help (212-305-4357), option 5.
• CUMC IT eSupport allows you to instantly connect to a technician online.
• Email us at 5help@columbia.edu

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
• Researched and implemented solutions such as Online Service Requests and CUMC IT eSupport
• Streamlined the IP registration, Domain and Oracle Calendar account creation processes to provide a 1 to 2 business day 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
• Ensured that all Service Desk staff members are Help Desk Analyst certified
• 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 the Help Desk and eSupport 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