The UMS:IT Service Desk is your primary contact point for questions, concerns, issues, etc. with IT services, such as UMS account access issues. If an issue can't be resolved immediately, we will escalate it to the appropriate IT team. You can reach the UMS:IT Service Desk through various channels, detailed below along with response expectations.
Detailed Information
Live Support
INFO: When you have an URGENT issue during our UMS:IT Service Desk operating hours you should contact us by Phone or Live Chat for the quickest service. The hours for Live Support (Phone and Live Chat) are published on the
IT Support Page: itsupport.maine.edu
The UMS:IT Service Desk provides live support via Phone and "live chat". In some cases we will invite you to a Zoom video call, AFTER you have contacted us through other means, if your issue requires it.
Our goal for Live Support is to answer 80% of phone and live chat contacts within 60 seconds, and except for exceptionally busy times of the year we routinely meet this goal.
When you contact us by Phone or Live Chat we will attempt to your resolve your issue and if not we will escalate it to an appropriate IT team. If your issue is creating a time-sensitive, critical business/academic impact, we will attempt a warm-handoff to an IT technician.
By Phone
When you call our Phone support you will be presented with a short list of topics. Please pick the option that is most applicable to your issue. This will help route your call to available agents. Don't hang-up while waiting on hold for an agent because when you call back you will have lost your place in the phone queue.
You may choose to leave a voicemail at any time while on hold. If we cannot pickup your call within 15 minutes you will be directed to leave a voicemail.
If you contact us by Phone after our operating hours, you will be given the opportunity to leave a voicemail message. We typically process voicemail messages first thing on the next business day.
By Live Chat
From the IT Support Page: itsupport.maine.edu you may connect to an UMS:IT Service Desk agent using "Live Chat", a text-based communication tool, during our operating hours. This is a good option for those who are less comfortable with using a Phone or who are in an environment where it is not possible or appropriate to use a phone. In order to protect your information and identity, some help services can not be provided via Live Chat, such as regaining access to your UMS account. However, an agent can initiate a phone call or Zoom session with you from the Live Chat.
If a Live Chat agent is available you may click or select the "Chat Now With a Support Agent" link. This will open a pop-up window to a Live Chat agent. The pop-up window is accessible to persons with disabilities.
(note: this is a non-clickable image of the link)
On-Campus
Many University locations provide walk-up UMS:IT Service Desk help desks in public locations.
Via Email
You can always email your question or problem to help@maine.edu. During normal operating hours, email should be used for non-urgent issues. Our goal is to respond to email inquiries within 4 business hours, which means that if you email us late in the day we are more likely to respond to you the following business day.
From our Support Website - Forms
More and more we are building request forms for specific needs. These forms are linked from support articles or the IT Service Catalog. When a request form is available you will see a button to open the request form in the upper-right of the article or service.
Other Articles about the UMS:IT Service Desk