A new “IT Help” service website launched July 13 with improved tools and resources for faculty and staff who rely on UF Health IT Services for technical support.
The site is simple to navigate. Customers will find a user-friendly dashboard with a clean, intuitive design. You’ll see a quick link to any current/open service requests you’ve placed, plus a library of self-help topics and instructions to help you problem-solve. If you need assistance, you’ll find Help Desk contact links and online request forms for remote or in-person support.
“Every team within UF Health IT Services has participated on some level in the design, testing and evaluation of the new platform.
"We’ve developed an integrated tool for all our Gainesville and Jacksonville customers as well as those in some of our affiliate hospitals.”
— Matt Cottler, Customer Service director, UF Health IT Services
The project was sponsored by Cottler and Alyson Widmer, UF Health IT Clinical Applications and Customer Support senior director, along with Robert Rhan, UF Health IT Technical Support Center manager, and dozens of colleagues, including UF Health applications analysts Shannon Jones and Susan Lucas, who managed the yearlong project.
They assessed options and collaborated with software provider Ivanti to customize the tools and improve IT service management for UF Health. Ivanti is a Salt Lake City-based international company serving 78 U.S. Fortune 100 companies.
“The IT Help service portal will foster a meaningful way for everyone here to interact with UF Health IT.
"The site will include a growing catalog of IT services, offer expanded shared knowledge and help us keep customers better informed of service status updates.”
— Robert Rhan,, UF Health IT Technical Support Center manager
UF Health chief information officer Gigi Lipori said that customer connection is a priority for IT.
“Our staff have a pivotal role in supporting critical patient care in our hospitals and outpatient programs as well as daily operations across the academic health center,” she said. “We’re always pleased to introduce any new tools to support our customers and contribute to the best patient and staff experience.”
How to access the new IT Help service portal:
Visit ithelp.ahc.ufl.edu directly (and bookmark it).
From the Bridge.UFHealth.org intranet homepage:
- Under the “Employee Services” tab, select the “IT Help” orange link on the right.
Log in with your UF Health user ID and password.
Take the tutorial:
Faculty and staff can take a myTraining module for an overview of the new IT Help portal. Visit the Bridge and under “Employee Services,” you’ll see the “myTraining” orange link on the right.