You can get support for your technology requests/issues through a variety of ways.
Professional Conduct Reminder
We kindly ask all members of the University of St. Thomas community to engage with Tech Desk support agents in a courteous and professional manner. Our team is dedicated to assisting you with your technology needs, and respectful communication helps ensure efficient and effective service for everyone. Thank you for your cooperation and for helping us maintain a positive support environment.
Account related Requests/Issues:
If you need password assistance, MFA help, help with claiming your account, or need to receive your account info then we will need to thoroughly verify your identity.
- All faculty, staff, and student workers (XST accounts) - will be required to verify identity by visiting one of our walkup desks or by video call where you show your face and photo ID on camera (usually on Zoom and initiated through a call or chat to Tech Desk).
- You will be required present your face and your University photo ID
- Government IDs and Passports will also be accepted
- No copies or photos of ID
- Name and face on ID must match name on file and face of presenter
- Students - may be required to verify identity in-person or through video call.
- We may be able to offer more flexible identity verification options for users with a student-only role at the University.
The fastest ways to get account support are to call us at 651-962-6230 or visit one of our convenient campus walk-up locations.
- If you are unable to call in to the Tech Desk or come to one of our walk-up locations, then the easiest ways to get help and verify your identity would be by either:
- Chatting with us and requesting a video call
- Providing us the phone number we can reach you at (and a variety of days/times you might be reached).
- We are able to call out to you at long-distance and international phone numbers
- We may be able to call you through WhatsApp if requested
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Chat Remote Support
To chat with the Tech Desk:
Visit the Tommie Tech Services homepage and click on the chat bubble in the lower right corner next to the “Chat with ITS Tech Desk support”.
(chat bubble example)
Current Hours for Chat
- Chat Remote Support is generally available:
- Monday through Friday: 8:00 a.m. to 7:00 p.m.
- Saturday: 8:00 a.m. to 4:00 p.m.
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Call the Tech Desk
Call the Tech Desk at 651-962-6230 for over-the-phone support. Our Tech Desk call center is open during the following hours. Voicemail is not regularly monitored during off-hours.
Current Hours for Phones:
- Monday through Friday: 7:00 a.m. to 7:00 p.m.
- Saturday: 8:00 a.m. to 4:00 p.m.
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Email
Email the Tech Desk at techdesk@stthomas.edu for email support. Email is not regularly monitored during off-hours. Please be aware that if you have a time sensitive issue you should contact us via phone for more urgent assistance. Emails will likely experience a longer response time than Phone or Chat even during operational hours.
What to Include in Your Request:
The ingredients for quick problem resolution are when you are prepared to provide extensive detail and information regarding: a description of the problem, the date and time it occurred, any error messages you may be seeing, the location this occurred (on campus, off campus, a specific building, etc.), screenshots (if possible).
Current Hours for Email:
- Monday through Friday: 7:00 a.m. to 7:00 p.m.
- Saturday: 8:00 a.m. to 4:00 p.m.
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Walk-up Assistance
We provide technical assistance through our Tech Desk St. Paul and Tech Desk Minneapolis walk-up desks located on both of our campuses.
| Tech Desk St. Paul |
Tech Desk Minneapolis |
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St. Paul Campus: O'Shaughnessy-Frey Library First Floor
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Minneapolis Campus: Terrance Murphy Hall 203B
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Current Hours:
- Monday through Thursday: 8 a.m. to 8 p.m.
- Friday: 8 a.m. to 5 p.m.
- Saturday: Closed
- Sunday: 10 a.m. to 10 p.m. (some services not available)
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Current Hours:
- Monday through Friday: 7:00 a.m. to 7:00 p.m.
- Saturday: 8:00 a.m. to 4:00 p.m.
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New Tech Desk Chat Announcement
Tech Desk has launched a new chat experience!
You can now reach the same Tech Desk team using the new chat widget on the Tommie Tech Services homepage. Look for the chat bubble in the lower-right corner next to the “Chat with ITS Tech Desk Support” label.
(click image to enlarge - less blurry)
Over time, you may also see this chat feature appear on other university technology pages where visitors most often have questions or need assistance, so keep an eye out.
New Phone Experience Coming Soon and Other Possible Future Enhancements
Our new chat service is hosted in AWS Connect, and Tech Desk phone services will also be moving to AWS Connect in the near future. This transition allows us to modernize both chat and phone support together.
With phone services on AWS Connect, we’re preparing for improvements such as:
- A more consistent phone experience
- Better call routing and handling
- Shorter wait times during peak periods
- Enhanced service insight
- Call volume and call length metrics
- Trend and sentiment analysis to help improve support quality
- More efficient support for technicians
- Consolidated tools in a single workspace
- Faster calls with fewer system handoffs
- AI‑assisted tools for technicians during calls and chats
- Optional AI assistance
- Available when live agents are busy or during off‑hours
- Can help gather information or assist with basic troubleshooting
- Always optional and bypassable for a live agent
These upgrades help the Tech Desk support the university community more effectively today, while building a more reliable and flexible phone and chat experience for the future!
NEW! Instructions for finding Chat Support
Chat Remote Support
To chat with the Tech Desk:
Visit the Tommie Tech Services homepage and click on the chat bubble in the lower right corner next to the “Chat with ITS Tech Desk support”.
(chat bubble example)
Current Hours for Chat
- Chat Remote Support is generally available:
- Monday through Friday: 8:00 a.m. to 7:00 p.m.
- Saturday: 8:00 a.m. to 4:00 p.m.
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