The IT Help Desk serves as the central point of contact for all Information Technology (IT) support for the Alvernia University community, providing solutions to computing problems involving the University network, accounts, assets, applications and other technology items. The IT Help Desk is in the Alvernia University Franco Library and available for Walk-in service for students during Help Desk operating hours.
Normal Operating Hours • Monday - Friday: 8 a.m. to 11 p.m. EST | Summer and Holiday/Break Hours • Monday - Friday: 8 a.m. to 7 p.m. EST |
How to Get Help
For the fastest service, we ask that you request help as outlined below. This helps us track your requests so that we can address them in a timely manner. Please note that during the first few weeks of each semester, we see a significant increase in the number of service requests, so responses may take a little longer than normal.
For all non-urgent matters
Please use the TOPdesk Self-Service Portal. This tool includes a library of self-help materials and frequently asked questions, along with a ticketing system that enables users to submit requests for assistance. Simply select the category and IT service that best matches your need and complete the form that is specific to the service you are requesting. Using the service specific forms, we are able to better understand your need and service you quicker, so please be as detailed as possible when completing the form.
Phone service for urgent matters
Assistance for password resets, account unlocks, and compromised account assistance is available by calling 610-230-5700, or x2008 on campus. Urgent matters are defined as account issues or as affecting an entire business process or large group of people with no workaround, please make that known when calling or emailing. This is not to say resolution will come immediately for all types of matters, as some requests may require more time, but expect our team to respond to urgent requests within a day. Account issues will be handled on the phone call in most instances. Please note that the IT Help Desk is closed on major holidays.
