Desktop Support FAQs

Q: How is my desktop support request prioritized once I open a problem ticket with 5-Help?

A: Mailman technicians receive many requests for help daily. Although support is normally provided on a first-come, first-served basis, there are instances when problem tickets are reprioritized:

Computer failure has resulted in the user's inability to perform vital components of their job
Computer failure is impacting an important deadline, such as a grant proposal submission
A computer virus has been detected that must be immediately quarantined

In order to respond to critical problems, such as those described above, some non-urgent requests may be assigned a lower priority. However, at no time will you lose your place in the desktop support queue. Lower priority requests can include requests for new application installations and lack of Internet connectivity.

Q: Who should I call if I have a computer emergency?

A: 5-Help. 5-Help is not an answering service. It is a direct line to a computer technician who will diagnose and try to fix your computer problem over the phone. Trying to track down a computer technician via other means will only result in a delay of service.

Q: Who can I call if I need to cancel or reschedule a desktop support appointment?

A: Please call 305-4051.

Q: Is it possible to borrow a computer to use while mine is being repaired?

A: Occasionally we have spare computers available for short-term loan. To inquire, contact Kevin Lee at 212-342-5339.

Q: Can I call Desktop support for problems with audiovisual equipment, such as an LCD projector?

A: No. Please call AV support at: (212) 342-5339.

Q: Who do I contact if I have a Web site related issue or question?

A: Questions about the Mailman School Web site should be directed to MSPHwebmaster@columbia.edu

Q: Is there a suggestion box available where I can send my comments/suggestions about School desktop support services?

A: Yes. Simply send an e-mail to: desktopfeedback@columbia.edu. All comments are reviewed by the IT team.

Q: Who do I call for help with my PDA?

A: CUIT 5-Help technicians can provide set-up and troubleshooting support.