When you report your technical issue to the Help Desk, via phone, email or
in person, the Help Desk creates a help request for you based on the details
you provide. The Help Desk will always serve as your point of contact if you wish to check
on the status of your request.
The Help Desk is located in Lone Mountain North, 2nd Floor
Service Hours
Online Support
415-422-6668
itshelp@usfca.edu
While ITS recognizes every individual's issue is of high urgency, we use our
Priority Matrix as a guideline for how we set priorities for resolving issues.
You can review the Priority Matrix online.
When you first report your issue to the Help Desk, if you leave a voicemail
or send an email, in normal conditions someone will get back to you within 2
to 4 hours confirming we have received your request for help. Receipt of an
email from the ITS Help Desk with the Help or Change Request number is confirmation
from us that a Request has been created and assigned to an appropriate technician.
If additional information is required, a Help Desk technician will contact you.
On days when the Help Desk has a heavier load of requests, this time may increase
to 4 to 8 hours. At the most extreme (i.e. beginning of the semester), our response
time may be as much as 24 to 48 hours.
Response time once your help request has been assigned to an ITS staff member
will depend on the priority assigned to your issue. For urgent priorities, expect
an ITS staff member to be in touch within 2 hours; for high priorities, within
4 hours; for normal priorities, within 4 to 8 hours. Issues with a low priority
are done on an "as time allows" basis, usually 24+ hours.
