The IT Service Desk should be your first point of contact for technical assistance. Contact the Service Desk by sending an email to email@example.com or calling 828.251.6445. The IT Service Desk will be available by phone
• Mon. - 8 a.m. - 8 p.m.
• Tues. - 8 a.m. - 8 p.m.
• Wed. - 8 a.m. - 8 p.m
• Thurs. - 8 a.m. - 8 p.m.
• Fri. - 8 a.m. - 5 p.m.
• Sat. - Closed
• Sun. - 1 p.m. - 7 p.m.
Email monitoring will be used to assist users after hours and on weekends as available. Voicemails left after hours and on weekends will be returned the following business day.
The IT Service Desk Self-Service Portal is also available 24 hours a day, 7 days a week. The self-help portal will allow you to request assistance from ITS via a simple web form.
ITS offers technical support to faculty and staff with university-owned computers, peripherals, and software. Technical support is assistance with computer hardware and/or software that is not functioning correctly. Technical support is not training nor is it advice on application use. It is incumbent upon each individual to be knowledgeable about and familiar with the software they need to perform their job duties. Personal equipment cannot be serviced by ITS.
How to get help
First, contact the IT Service Desk. Depending on the nature of your inquiry we may be able to help you over the phone or we may need to create a service ticket for you. A service ticket is created to track your issue and ensure that it doesn't "fall through the cracks". When a ticket is created you will receive an email with a link to your service ticket. You can log into the IT Service Desk Self-Service Portal at any time to check the status of your tickets.
An ITS staff member will be assigned to your ticket and will contact you within 24 hours (one business day) of the time your ticket was created. If the issue you are reporting effects many people or is a work stopping issue we will prioritize your ticket accordingly. When we believe we have "fixed" your issue the ticket will be closed and you will receive an email confirming that we have completed work on the ticket along with a link to a satisfaction survey. If you feel that your issue has not been resolved, please contact the Help Desk with your ticket number so that we can re-open the ticket for you and follow-up.
The IT Service Desk provides free, basic software technical support to all UNC Asheville students. This service is provided by UNC Asheville students who are mentored by the Information Technology Services staff. Typical services provided by the group include assistance in removing malware/viruses, help connecting to the campus wireless network, and troubleshooting operating system and application problems. The IT Service Desk does not provide hardware support. If IT Service Desk determines that your issue is hardware related we will refer you to a local repair shop or your computer's manufacturer/vendor for warranty support.
The IT Service Desk Walk-In Center is located in Ramsey Library, room 118 (in the main lobby behind the "Research and Technology" Desk). While classes are in session, students can walk-in during the following hour
- Mon. - 10 a.m. - 8 p.m.
- Tues. - 10 a.m. - 8 p.m.
- Wed. - 10 a.m. - 8 p.m
- Thurs. - 10 a.m. - 8 p.m.
- Fri. - 10 a.m. - 5 p.m.
- Sat. - Closed
- Sun. - 1 p.m. - 7 p.m.
The IT Service Desk also offers assistance on a per-appointment basis for more complex problems. You may contact the IT Service Desk at 828.251.6445 or firstname.lastname@example.org.