“The height of sophistication is simplicity,” ~ Clare Boothe Luce

USF Health IS offers software solutions to provide USF students, faculty, and staff with swift and straightforward technical support. Each of these solutions is designed to guarantee that the most appropriate department(s) is notified of your issue in the form of a ticket with a its own unique identification number. This simplifies and streamlines the process of getting back to you with the right information, right away. Three options are readily available for all clients seeking such solutions. This guide will take you through the steps required for each of those options, step-by-step, so that you can easily choose the option that is the absolute best for you and your issue.

Please note that standard turnaround time is between 3-5 business days.

1. Complete Our Support Request

Clients seeking general Technical Support, may complete a simple Support Request ticket:

Steps:

• Visit the USF Health IS home page at http://health.usf.edu/is/
• Click “Submit a Support Request” in the right-hand panel

• Select “General Support”
• Complete & submit the brief “Support Request” form

2. Send Us An E-Mail

Clients seeking general technical support, after-hours, may send an e-mail to the support desk. Please note, that any requests sent via e-mail will automatically be turned into a request ticket and that our help desk software will send an email to confirm that the request has been received and entered into the system:

Steps:

• Send an e-mail to [email protected]

3. Use Our Live Chat or Phone Support

Clients seeking technical support for high priority issues during business hours, Monday – Friday 8AM – 5PM. Please note, that if you opt for phone support, then a help desk technician will gather contact information, document the issue. If appropriate, he or she may verbally guide you to the solution (1) or use remote desktop technology (2) to view the screen of the computer experiencing the problem and resolve the issue:

Steps:

• Visit the USF Health IS home page at http://health.usf.edu/is/
• Click “Chat with a Support Tech” in the right-hand panel

  • Chat Support Form

• Complete & submit the “Chat with a Support Tech” form
• Alternatively, call the support team at 813-974-6288 (press option 2)

E-Mails from Technical Support

Remember that whenever a support request and accompanying ticket is created, an e-mail will be sent to the most appropriate department(s) for the issue to be resolved. You will also receive an e-mail from “USF Health IS Technical Support” indicating that your request went through the technical support service system. You should save this e-mail, as it will include your unique ticket number.

Note: Always keep track of your ticket number , which can be seen in the e-mail you receive from our Technical Support team, after submitting your request. Also, please allow for a full 3-5 business days for completion of any support requests.

For more information about IS and USF computer procedures you can always visit http://health.usf.edu/is/common-resources/health-computer-procedures.

Happy Computing!

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