COM IT Service Desk

What Is It?

IT support for COM Medical students, COM Dean's Office and Units, and contracted COM Departments.

The IT Service Desk is the central point of contact for all general IT issues and requests. It assists with troubleshooting, incident reporting, and service requests across hardware, software, accounts, network connectivity, and other technology-related needs.

Other Service Names

General IT Support
Troubleshooting
Incident Reporting
Helpdesk Support
Desktop Support
 

 

Requirements

Must be a supported by COMIR.

Requests must be submitted through the intake form. Some issues may require additional details or escalation to specialized teams.

Who Is Eligible To Use It?

COM employees that participate in the Dean's Office Support model.

COM Students

Where Can I Get It?

Select the Request Support button on this page to get help.

How Do I Use It?

Provide a clear description of your issue or request, including any error messages or affected systems.

How Much Does It Cost?

There is no cost to students.

Contracted support between COM Dean's office unit COMIR and the COM Dept.

How Can I Get Support?

If you are experiencing a problem, please submit a ticket using the form on this page.

Service Levels

Initial Response Time

24 Hour Response Time.
Service Request Fulfillment Time
  • Standard requests: Within 1–2 business days.
  • Complex requests: Timeline defined during intake.
Incident Resolution Time
  • Critical incidents:
    • Containment within 4 hours.
    • Resolution within 24 hours.
  • Standard incidents: Within 2 business days.
  • Complexity may require more time to resolve, impacting these targets.
Service Availability
  • Support available during business hours (9 AM - 4:30 PM, Monday–Friday).
Maintenance Window(s) Outside business hours with at least 3 business days’ notice.
Service Notification Channel(s)
  • Email notifications to affected users.
  • Updates posted on the IT service portal.