Before You Begin
Ensure you have a valid UofL user account and login credentials.
Identify your device and the issue or support needed.
Objective or Task
Learn how to request support for desktops, laptops, tablets and mobile devices at UofL.
Instructions
Request Device Support
- Submit a ticket via the ITS Service Catalog or contact the ITS HelpDesk.
- Provide details about your device, issue and location.
Get On-Site or Remote Assistance
- For walk-in support, visit iTechConnect at MITC, Belknap Campus.
- For remote help, ITS may use Bomgar to connect to your device.
Follow Up and Resolution
- ITS will troubleshoot, repair, or escalate your issue as needed.
- For hardware issues, warranty repair work is included for covered devices.
Outcome
After completing these steps, your device will be supported and issues resolved by ITS.
Further Readings
Need Additional Help
• Contact the ITS HelpDesk: Call 502-852-7997 during business hours:
o Monday through Thursday: 6:00am – 10:00pm
o Friday: 6:00am – 5:00pm
o Saturday: 7:00am – 5:00pm
o Sunday: 10:00am – 10:00pm
o University Holidays: 7:00am – 5:00pm
o Closed on Thanksgiving, the day after Thanksgiving, and Christmas.
o If you have an emergency during off hours, call the HelpDesk to be transferred to an on-call technician, or leave your request on voicemail. Your call will be returned the next day starting at 7am unless you specify a time.
• Live Chat: Chat with the ITS HelpDesk at https://apps.louisville.edu/it/livechat/phplive.php during business hours.
• Submit a Ticket: Use the self-service portal at http://service.louisville.edu to log requests or check the status of existing tickets.
• In-Person Support: Visit the iTechConnect 1:1 help located on the lower level of the Miller Information Technology Center, Belknap Campus, during business hours.