Issue / Question
How can I contact the UMS:IT Service Desk for help with IT services?
Solution
The UMS:IT Service Desk is your primary contact point for questions, concerns, and issues with IT services, such as UMS account access. If an issue cannot be resolved immediately, we will escalate it to the appropriate IT team. You can reach us through several channels listed below, along with our response expectations.
Live Support
INFO: For urgent issues during operating hours, contact us by Phone or Live Chat for the quickest service. Live Support hours are published on the
IT Support Page.
We provide live support by phone and live chat. In some cases, we may invite you to a Zoom video call after your initial contact, if needed.
Our goal is to answer 80% of phone and chat contacts within 60 seconds. Outside exceptionally busy times, we typically meet this goal.
By Phone
When you call, you’ll be given a short list of options to route your call. Please stay on the line—if you hang up, you’ll lose your place in the queue. You may leave a voicemail at any time while waiting on hold. If we cannot answer within 15 minutes, you’ll be directed to voicemail. Messages left outside operating hours are typically handled the next business day.
By Live Chat
From the IT Support Page, you can connect to a Service Desk agent via text-based Live Chat during operating hours. This option is useful if you prefer not to use the phone or are in a quiet environment.
For security, some services (such as resetting UMS account access) cannot be handled by chat. In those cases, the agent may switch you to a phone call or Zoom session.
If an agent is available, select the Chat Now With a Support Agent link. This opens a pop-up chat window that is accessible for users with disabilities.
(Note: this image shows the button but is not clickable.)
On-Campus
Many University locations provide walk-up Service Desk locations in public areas.
Email
You can email your question or problem to help@maine.edu. Email is best for non-urgent issues. We aim to respond within 4 business hours during operating hours. Messages received late in the day may be answered the next business day.
Forms
Some requests can be submitted using online forms linked in support articles or the IT Service Catalog. Look for a button in the upper-right corner of the service or article page to open the request form.
Environment
- Phone and Live Chat support (see published hours)
- Zoom (when initiated by IT staff)
- Email: help@maine.edu
- UMS IT Service Catalog and Knowledge Base
Notes
- For the fastest response, use Phone or Live Chat during business hours.
- Emails are handled in the order received and may be delayed during peak times.
- Check the IT Service Catalog for request-specific forms to speed up processing.