Help Desk will review the request, assign a priority to it, and notify you of incident assignment and provide assistance and/or status within 24 hours. Incidents are facilitated through the UCB CSS-IT program server, ServiceNow.
Once an incident is assigned, an HTS staff member will contact you as soon as possible. Please note that Help Desk requests submitted after regular office hours or during weekends and holidays will not be assigned until the next business day.
Our hours of operation are:
In order to respond to incidents expeditiously, Help Desk requests for relevant customer contact and question/issue information, including:
Please be as detailed as possible when describing the issue, when it occurred, the type of computer/device and operating
system you are using, and the error message(s) -- if any.
NOTE: All incident information submitted by the customer - except user-sensitive data - may be documented in the Help Desk system and used as required in the resolution of similar current or future incidents.