Vanderbilt IT Help Desk
In partnership with Dell, the Vanderbilt IT Help Desk is part of the division of Information Technology and provides Vanderbilt University Medical Center with a central point of contact for user support, including Medical Center patient care application issues, desktop hardware and software questions, user ID issues, network connectivity problems, etc.
How to contact the help desk
You can contact the Vanderbilt IT Help Desk using the following methods:
- Phone (615) 343-4357 (3-HELP).
- Enter a Pegasus Self Service Communication (can also be accessed via the Vanderbilt IT Help Desk 3-HELP icon on all CWS machines).
- Enter a Request based on your specific request type.
Help desk phones are answered 24 hours a day, seven days a week.
What you can expect
Callers are greeted by a Vanderbilt IT Help Desk staff member, who will ask for your first and last name. The support analyst will enter your name into our database in order to access your contact information. A new Communication ticket will be created. You will receive a confirmation email once your ticket has been logged.
Responsibilities of those calling the help desk
Whenever possible, callers should contact the Vanderbilt IT Help Desk while in front of the affected equipment. Callers may be asked to provide the following information when logging a ticket:
- Complete contact information (User ID, first and last name, department and phone number)
- A clear and specific description of the problem or request
- The ID of the affected equipment (if reporting a problem with a specific computing device)
- For issues involving network connectivity, you will be asked to provide as much detail as possible regarding a description of the problem.
- For issues involving specific patients, please be prepared to provide the complete patient name and medical record number.
We will be asking you questions. This is a collaborative process and requires your help. Customers may be asked to check connections, power off/on devices and gather additional information. Detailed information provided by the customer will enhance the resolution process.
The Vanderbilt IT Help Desk support analyst will address and solve as many issues as possible during the course of your call and provide you with pertinent updates about existing issues or referral information, if applicable.
Should it be determined that the issue requires support from a Tier 2 workgroup, your Communication ticket will be escalated to an Incident. A Tier 2 analyst will contact you and help address your specific issue. Once the Incident is resolved, your Communication ticket will be closed and you will receive an email confirmation with the Solution Comments.
Steps to take before contacting the Vanderbilt IT Help Desk
First, reboot (close all applications, shutdown, then power up) your computer to see if that solves the problem. Once your computer has rebooted, look in the help files for the application you are using. A table of contents and an index are usually available in the help window for the program.
How to use Pegasus Self Service to log a help desk ticket
Log in to Pegasus using your VUnetID and password. Your contact information should be pre-populated on the "Communicate with the Help Desk" form.
Review your contact details and update location and preferred contact information, if needed.
Select an urgency level for your ticket:
It is recommended that you CALL the help desk at (34)3-HELP (34)3-4357 to report a critical issue, rather than using this interface.
Priorities and Response Times
The Vanderbilt IT Help Desk has agreements in place with several Tier 2 and Tier 3 workgroups and will use the following guidelines to prioritize requests for Tier 2 and Tier 3 support.
The priority is determined by the impact of the incident on Patient Care or the business function. The priority governs the resources committed to solve the incident, the time allowed to solve the incident and how quickly management is notified of the existence of an incident. The customer has the right to request that their ticket be escalated to a higher priority if patient care is adversely impacted or the issue is mission critical to the institution. Actual resolutions may be shorter or longer depending on the volume of requests at any one time.
|Critical||Total loss of a critical resource with no circumvention or workaround in place
Example: Loss of Epic, HED, Lab, Medipac, Network, StarPanel, HEO functionality, etc.
|High||High impact degradation of a critical resource or total loss of a non-critical resource
Example: Loss of print capabilities for above-mentioned applications, loss of network connectivity for entire department, etc.
|Medium||Low impact degradation of a critical resource or high impact degradation of a non-critical resource
Example: Affects fewer than three people. Isolated hardware problems, such as issues with a keyboard, mouse, display, etc.
|Low||No effect on productivity
Example: Software installation, monitor showing black and white instead of color, etc.
For more information about how support may have changed, please reference the FAQ section.