Psychiatry Help Desk

Contact Methods

The Nature of Technology-Related Issues

Centralization of workloads in the IT field yields greater efficiency. Behind the scenes, your request(s) land in shared queues, visible to multiple staff with varying levels of expertise and experience, which allows for better preparation, prioritization, and efficiency at working towards a solution. The ability to sort and review tickets also makes it possible for IT staff to recognize emerging patterns in order to have a solution ready before the issue impacts everybody. At the same time, we maintain notes and other information attached directly to the ticket to better serve you. And since work can be passed seamlessly between coworkers (behind the scenes), progress can continuously be made in the the absence of a staff member without repeating past steps, owing to internal tools. Therefore, starting a ticket, as cliche as it may sound, remains the best and optimal method of requesting assistance.

Since SMPH IIT staffing at the Department is limited, you can expect a written response within two business days. Please provide the PSY-Name of your computer (how to find that information is shown here).

Things to Avoid

Please refrain from the following:

  • Contacting individual staff through individual emails, Teams messages, or assigned (individual) phone numbers
  • Submitting tickets on behalf of others, as this creates more follow-up questions for relevant information
  • Adding Help Desk staff as participants in the ticket (this generates redundancies on our end)

Contact Methods

  1. Visiting the SMPH Navigator: Open Navigator

    • Benefits: Serves as an all-in-one site to view, sort, and even share your requests with others (especially if a request relies on supervisor approval). Helps ensure your requests are not forgotten. Ensures multiple IT Staff see and review your issue while sharing relevant documentation (internally).
    • Please note:
      • Having the person who is experiencing the issue submit their own ticket, including (scheduled) requests for A/V assistance.
      • Attaching screenshots of errors or dialogue boxes (with error codes).

  2. Emailing the Help Desk

    • Benefits: on-the-go requests, e.g., in conference rooms, or an issue crops up where you cannot so easily access SMPH Navigator.
    • Please note:
      • Having the person who is experiencing the issue send their own email, including (scheduled) requests for A/V assistance.
    • Note: Emails become tickets in SMPH Navigator (above).
    • Email: support@psychiatry.wisc.edu

  3. Walk-Ins

    • Best For: if you’re out and about on premises and would like to bring a non-urgent matter to our attention or have a general question.
    • Depending on the issue, a ticket may be created as a result of your visit (in Navigator, describe above).

  4. Calling (least preferred)

    • Best For: Work-From-Home situations on your SMPH-managed device. Scheduling a time (via SMPH Portal) for a call is strongly recommended.
    • Combining (1) a phone call and and (2) and email to support@psychiatry.wisc.edu may make your request more visible.