Hours and Overview

From SOMWiki

Help Desk Hours

Regular Hours:

Monday - Thusday

8:00AM - 6:00PM

Friday

8:00AM - 5:00PM

Summer Hours:

Monday - Friday

8:30AM - 4:30PM

Note: The Help Desk is closed during University Holidays

During these timeframes, full support will be provided by SOM-ITG’s Client Services staff. Limited student support is available weekdays, 5:00PM to Midnight and weekends, 9:00AM to Midnight by Student Lab Consultants located in room B-39. Any issues that cannot be resolved by the Student Lab Consultants will be logged and reviewed during the following standard support hours.

How to Contact the SOM Help Desk

A problem can be reported to the Help Desk by:

• Hotline: (203) 432-7777
• Walk-up: SOM-IT Front Desk (B-44)
• Online: http://service.som.yale.edu (login with yale\netid)

All requests received by the Help Desk will be initially analyzed and assigned to the appropriate SOM-IT staff member. The caller will be contacted within 1 working day with a solution to the problem or information regarding the priority and status. The caller may also log onto SOM Service Center for a status of their ticket. The priorities will be assigned based on the nature of the call. Please view the Instructions for opening a Help Desk ticket online.

Please Note: No computer will be accepted by the SOM Help Desk for repair unless the data on the machine has been backed up. The SOM Help Desk is not responsible for lost data. Please view Backups and Best Practice for more information.