End-Point Support (Desktops & Mobile Devices): How to Request Device Support at UofL

Summary

UofL ITS provides support for desktops, laptops, tablets and mobile devices using the Bomgar - BeyondTrust tool. Services include troubleshooting, software installation, virus protection and remote assistance for university-owned equipment.

Body

Before You Begin

  • Ensure you have a valid UofL login credentials.
  • Save your work and close any windows containing personal or sensitive information.
  • For hardware issues, warranty repair work is included for covered devices.
  • Remote Assistance will use the Bomgar tool.

 

Requesting Device Support

  • Submit a departmental ticket found in the Departmental Support category.
    • A list of departmental support can be found here Tier-One-Directory.  
    • Provide details about your device, issue and location.
  • A technician will contact you at the earliest convenience.
    • ITS will troubleshoot, repair, or escalate your issue as needed.
    • ITS may use the Bomgar to connect to your device.  ITS will guide you on how to use.

 

 

 

Details

Details

Article ID: 20152
Created
Fri 10/10/25 10:45 AM
Modified
Fri 7/17/26 10:04 AM

Related Services / Offerings

Related Services / Offerings (1)

ITS - End-Point Support (Desktops, Mobile Devices, etc.)
Our ITS Desktop Support team provides full technology lifecycle support on all university owned computers, laptops and tablets – from an initial quote on the acquisition of a device or desktop through any full system replacement. Our experts can assist with operating system imaging and deployment solutions - quickly configuring devices to the standards set by our security teams and UofL Policy.