CITES | University of Illinois

Service Level Definition: CITES Help Desk

This page contains the service level definition (SLD) for the CITES Help Desk.



The CITES Help Desk provides walkup, phone, online chat, and email consulting for CITES services and other computing needs. The Help Desk also creates NetIDs, resets NetID passwords, provisions Express Email accounts, and assists with other CITES accounts.

Who can use this service

Those who are eligible to use CITES campus computing services, including faculty, staff, students, retirees, and employees of auxiliary units, may contact the CITES Help Desk for assistance.

When the service is available for use

When classes are in session:
8:30 A.M. to 8:00 P.M. Monday through Thursday
8:30 A.M. to 5:00 P.M. Friday
5:00 P.M. to 8:00 P.M. Sunday

Over breaks:
8:30 A.M. to 5:00 P.M. Monday through Friday

What you must have in order to use the service

An affiliation with the University of Illinois. If you are calling the consultants with a computer problem, it helps if you are at your computer.

Where to go for help

CITES Help Desk

  • phone: (217) 244-7000, (800) 531-2531
  • email:
  • walk-in: 1211 Digital Computer Lab, 1304 W. Springfield Ave., Urbana, IL 61801

Dependencies on other services

Although the consultants are available at any time during the hours stated above, their ability to help you may depend on campus network availability.


This is a subsidy service provided by the Provost on behalf of the campus. There is no cost for simple, basic consulting services. However, the consultants may need to refer clients to fee-based services if the problem is complex or requires in-depth consulting.

How to request changes to this service

Contact the CITES Help Desk (see above).

How to find out about changes to this service

Look for announcements on the CITES Help Desk homepage.

Date created

May 30, 2003

Date of last review

April 11, 2007

Last updated Sunday, March 4, 2012, 11:59 pm