There is a wide variety of technology on campus and knowing who to call when you have problems can sometimes be confusing. To help with this, University Technology is launching the UT Service Center. This Center will provide the campus with convenient one-stop support from the Helpdesk, Faculty Lab, Enterprise Technology Center, Staff Lab and the Student Technology Education Lab. The Service Center can be reached at x 4357 (HELP).

Please try to stay within this framework as we have established an internal system of call escalation designed to build the skills of those on the front lines of support and free those in operations to do their regular jobs. This only works if we have everyone’s cooperation.

You can also log support requests and review the status of all of your open incidents online 24/7. Just go to support.drew.edu, Drew’s technology support portal.

  • UT Service Center – Call x4357 for all of your computer support needs and questions.
  • Classroom Hotline – Call x1487 for in-class technology and media emergencies.
  • Telephones and Cable TV Reception – Contact the Telecommunications Office at x3333.
  • Media Equipment and Cable TV Programming (projectors, VCRs, overheads, etc.) – Contact the MRC at x3342.
  • Computer/Network Training (not support)
  • Computers (supported Drew-issued computers/printers only):
    • Is your problem related to a non-functioning computer?
      • Yes – If your problem is with non-functioning computer equipment due to either software conflicts or hardware failure, you should consult with the CNS Helpdesk at x3205 or via instant messaging. They will be able to diagnose the problem and if necessary escalate the problem to the Hardware Support Specialist. Before calling or bringing your computer down, make sure you have all of the necessary information and components by using this checklist. Information on any intaken computers can be accessed online at support.drew.edu.
      • No – Proceed to the next question.
    • Is your problem related to a password?
      • Yes
        • uLogin (Novell Client, email, iChain, etc.) – Students, Faculty, and Staff can bring their ID to the CNS Helpdesk and have your password or grace logins reset, depending on whether you remember your password or not.
      • No - Proceed to the next question.
    • Is your problem related to a Drew-supported piece of software or Network/Internet access?
    • Is this special software for an academic course?
      • Yes
        • Student – Consult your instructor. Instructors are responsible for the how-to side of software selected for courses. For informal support, post your question to theTechnology discussion forum at the Drew Community site.
        • Instructor – Consult with the Faculty Lab (x3942).
      • No
        • For informal and unofficial support on unsupported hardware and software, try posting your question to the Technology discussion forum at the Drew Community site. Otherwise, you should contact the software vendor directly through their web site or through their support number.