HelpDesk

Submitting a Request

To help us respond to your problem, we need the following information:

  • Your full name
  • Your agency
  • Telephone number
  • A brief description of the problem. When did it start happening? Does anyone else around you have the same problem? Did you recently get any new software?

If you need immediate help with your problem, please call the helpdesk at (608) 266-4193. If the problem does not need immediate response, please email us at helpdesk@cityofmadison.com.

About the HelpDesk

The HelpDesk serves as a single point of contact for Information Technology customers. All questions and problems pertaining to your computer or telephone should be called into the HelpDesk. All calls are entered into a Call Tracking Software package and assigned a call number. Calls which cannot be solved over the phone or remote controlling your computer will require an on-site visit. It is the goal of the HelpDesk to make the initial determination of the problem the same day. Depending upon the severity of the problem, it may take longer to resolve. 

Staff do work after hours to resolve critical network or system outages. If you encounter a technology problem after hours that (1) affects multiple people, (2) is of a critical nature, and (3) cannot be solved by standard troubleshooting, use the On Call number. If the problem can wait until the following business day, please either call the HelpDesk main line to leave a voicemail or send us an email.

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