Get Help

The AITS Service Desk is the single point of contact for Administrative IT Systems and Services. This includes managing calls and emails with requests or issues about all administrative IT systems including Banner, HR Front End, Decision Support, OBFS Payroll and iBuy. In addition, we manage enterprise accounts and passwords, assist users with basic desktop or laptop issues, and direct users to appropriate campus or departmental resources for problems with networks or business processes we are not authorized to assist with.

To Contact the Service Desk

You can call the AITS Service Desk at:
217-333-3102 (from Urbana-Champaign or Springfield) or
312-996-4806 (from Chicago)

You can also report issues via email to the AITS Service Desk at: servicedeskaits@uillinois.edu. E-mailing this address will automatically generate a ticket in Service Desk Manager, our problem tracking system. You will receive an automated response with the ticket number for reference on any follow up.

Note – for security reasons we are unable to reset Enterprise passwords via email. Please call if you need your Enterprise password reset.

Click on the icon below to email the AITS Service Desk

Email the AITS Service Desk

Hours

The AITS Service Desk is staffed 24 hours a day, 7 days a week, 365 days a year including holidays.

Campus Academic Help Desks

If you are experiencing a problem with your campus netid or have network or phone problems, you should contact your respective campus Help Desk:

UIC - Academic Computing and Communications Center (ACCC)
Phone: (312) 413-0003

UIS - Technology Services Center (TSC)
Phone: (217) 206-7357

Urbana - Campus Information Technologies and Educational Services (CITES)
Phone: (217) 244-7000

Response Times

Occasionally it is necessary to escalate a problem to a department outside of AITS. AITS cannot guarantee the response time of other departments. AITS can and will continue to act as a contact point for tickets filed through our Service Desk, if needed. You can call the Service Desk and we will obtain an update on your ticket from the department or group working on your problem.

Tickets requiring an application program change will require varying amounts of time to complete. If possible, some tickets may be initially addressed via a workaround rather than a program change. Projected completion timeframes will be developed and communicated on a case by case basis.

Escalation procedure

If you do not receive a response or a satisfactory resolution from AITS second level technical support within a reasonable time frame, contact the Service Desk again to inquire about your problem, and to report that you have not been contacted. Please be prepared to supply the associated ticket number.

In the event that you do not receive satisfactory service from the Service Desk staff or our AITS staff, feel free to escalate the severity of your problem by contacting the Service Desk Manager, Sheila Brown, at 217-244-4110 or email srbrown2@uillinois.edu.