Requesting IT Support
Response Times & Service Levels
IRT provides central computing support to all faculty, staff, and students of the School of Medicine via our centralized Service Desk, walk-up Tech Bar and Desktop Support Technicians. Each support request will generate a ticket for our records and to monitor the progress of your incident resolution or request fulfillment.
IRT offers multiple options for you to request and receive support:
IRT Service Desk
Call 5-8000 from campus phones
Call 1 (650) 725-8000 off campus
Hours: 7am – 6pm, Monday – Friday
Response time: Typically, our Service Desk team answers 80% of calls in 20 seconds or less and 90% of calls in 90 seconds or less.
Submit a request online
IRT Service Desk, Desktop Support, University IT
Hours: Submit a request 24x7
Response time: We strive to respond to requests in one business day or less.* Response during business hours.
IRT Tech Bar
IRT Desktop Support
*Some types of issues or requests may be handled by University IT or other teams. Response time may differ from IRT-managed support teams.
If you contact the Service Desk, and we are unable to resolve your request remotely, we can transfer your request to our desktop support team for an onsite visit (Subject to availability of onsite personnel. Some off-campus sites do not have onsite support staff.)