Information Services Help Desk (x25200)
The IS Help Desk is available for all UTMB faculty, staff, and students. It is your first point of contact for attempting to diagnose and resolve IT service problems.
We aim to resolve 85% of service incidents or service inquiries at first contact.
Where we unable to provide you with an immediate solution, the Help Desk will then route the call to the appropriate contact for the department, area, and/or problem.
We will record your incident/inquiry and assign it a unique number. You can use this number to track the progress of your request.
Our Operating Hours
The IS Help Desk is available 24 hours a day, 7 days each week.
Some services that we support
Password resets
Remote access issues (VPN)
Printer management issues
MS Office product issues
Contact Us
The IS Help Desk can be contacted on campus at extension 25200, in Galveston at 409-772-5200, Houston at 713-953-3730, or toll-free at 1-888-898-2401.
Less urgent inquiries can also be emailed to ishelp@utmb.edu
General Information
When you contact the IS Help Desk, information will be gathered or verified, including but not limited to your employee ID number, location, phone number and problem. Once your incident has been logged to the Help Desk, you should receive an email that indicates a call tracking number for the problem that you reported. Each call to the Help Desk will generate a separate tracking number – even if the call was a simple question about the status of a previous request. This tracking number is important because it allows UTMB Information Services to document each call.
Typically, the tracking number sent by the Help Desk will indicate that the ticket is either “Open” or that it has been “Closed”. A closed ticket indicates that a technical support representative directly addressed the problem and has clear indication that the problem was resolved. A closed ticket may also be sent if the ticket was directed to a department not supported by Information Services and that the departmental representative was alerted or paged regarding the problem. In these cases, this is the limit of the Help Desk’s ability to assist with the problem.
Please direct service questions, compliments, or complaints to David Copado, Associate Director of Information Services. dcopado@utmb.edu