{"id":341,"date":"2011-04-11T11:12:32","date_gmt":"2011-04-11T09:12:32","guid":{"rendered":"http:\/\/si.zeus.umh.es\/?page_id=341"},"modified":"2026-09-02T14:01:55","modified_gmt":"2026-09-02T12:01:55","slug":"soporte-y-resolucion-de-incidencias","status":"publish","type":"page","link":"https:\/\/sii.umh.es\/en\/soporte-y-resolucion-de-incidencias\/","title":{"rendered":"IT Service Desk (CAU)"},"content":{"rendered":"<p><\/p>\n<section style=\"width: 100%;max-width: 100%;margin: 0;padding: 28px 0 36px 0;font-family: 'Open Sans', Arial, sans-serif;color: #1f1f1f\"><!-- ===================================================== INTRODUCCI\u00d3N ===================================================== --><\/p>\n<section style=\"width: 100%;margin: 0 0 38px 0\">\n<div style=\"width: 56px;height: 4px;margin: 0 0 18px 0;background-color: #ffe000\" aria-hidden=\"true\"><\/div>\n<h2 style=\"margin: 0 0 14px 0;color: #1f1f1f;font-family: 'Dopamine Regular','Dopamine','Domine',Georgia,serif;line-height: 1.25;font-weight: 400\">Get help, report issues, and submit IT requests<\/h2>\n<p style=\"margin: 0 0 14px 0;color: #1f1f1f;font-size: 16px;line-height: 1.7\">The <a href=\"https:\/\/universite.umh.es\/ticketing\/ticket\/unidad\/CAU\" target=\"_blank\" rel=\"noopener\" aria-label=\"User Support Center, opens in a new window\"><strong>User Support Center (CAU) <\/strong><\/a>is the main point of contact between the IT Infrastructure Service (SII) and the university community for getting help, reporting issues, and submitting requests related to the <a href=\"https:\/\/cartadeservicios.umh.es\/cartas_servicio\/SERVICIO_INFRAESTRUCTURA_INFORM%C3%81TICA\/#p=1\" target=\"_blank\" rel=\"noopener\" aria-label=\"SII IT services, opens in a new window\"><strong>IT services <\/strong><\/a>at Miguel Hern\u00e1ndez University of Elche (UMH).<\/p>\n<p style=\"margin: 0;color: #1f1f1f;font-size: 16px;line-height: 1.7\"><strong>For:<\/strong> the entire university community: PDI, PTGAS, and students.<\/p>\n<\/section>\n<p><!-- ===================================================== IMAGEN ===================================================== --><\/p>\n<div style=\"width: 100%;margin: 0 0 58px 0\">\n<p><a href=\"https:\/\/universite.umh.es\/ticketing\/ticket\/unidad\/CAU\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" class=\"alignnone wp-image-4765 size-full\" src=\"https:\/\/sii.umh.es\/files\/2026\/09\/Servicios-TIC-SII-UMH4.jpg\" alt=\"UMH CAU USER SUPPORT\" width=\"1920\" height=\"562\" srcset=\"https:\/\/sii.umh.es\/files\/2026\/09\/Servicios-TIC-SII-UMH4.jpg 1920w, https:\/\/sii.umh.es\/files\/2026\/09\/Servicios-TIC-SII-UMH4-300x88.jpg 300w, https:\/\/sii.umh.es\/files\/2026\/09\/Servicios-TIC-SII-UMH4-1024x300.jpg 1024w, https:\/\/sii.umh.es\/files\/2026\/09\/Servicios-TIC-SII-UMH4-768x225.jpg 768w, https:\/\/sii.umh.es\/files\/2026\/09\/Servicios-TIC-SII-UMH4-1536x450.jpg 1536w\" sizes=\"(max-width: 1920px) 100vw, 1920px\" \/><\/a><\/p>\n<\/div>\n<p><!-- ===================================================== EN QU\u00c9 TE PODEMOS AYUDAR ===================================================== --><\/p>\n<section style=\"width: 100%;margin: 0 0 58px 0\">\n<div style=\"width: 56px;height: 4px;margin: 0 0 18px 0;background-color: #ffe000\" aria-hidden=\"true\"><\/div>\n<h2 style=\"margin: 0 0 14px 0;color: #1f1f1f;font-family: 'Dopamine Regular','Dopamine','Domine',Georgia,serif;line-height: 1.25;font-weight: 400\">How can we help you?<\/h2>\n<p style=\"margin: 0 0 20px 0;color: #1f1f1f;font-size: 16px;line-height: 1.7\">The CAU can help you with questions, issues, and requests related to the University&#8217;s IT services and infrastructure.<\/p>\n<ul style=\"margin: 0 0 24px 0;padding-left: 22px;color: #1f1f1f;font-size: 16px;line-height: 1.7\">\n<li style=\"margin-bottom: 8px\"><strong>Access to IT services.<\/strong><br \/>\nWe answer your questions and help you find the right process or resource. For example: how to access a UMH application or service.<\/li>\n<li style=\"margin-bottom: 8px\"><strong>IT equipment.<\/strong><br \/>\nWe support IT equipment for PTGAS and, depending on the service or circumstances, also for PDI and students.<\/li>\n<li style=\"margin-bottom: 8px\"><strong>Teaching and research.<\/strong><br \/>\nWe provide support for equipment and technology resources in classrooms and spaces used for teaching and research.<\/li>\n<li style=\"margin-bottom: 8px\"><strong>Software and licenses.<\/strong><br \/>\nWe help with access, installation, and use of institutional applications and licenses.<\/li>\n<li style=\"margin-bottom: 8px\"><strong>Networks and connectivity.<\/strong><br \/>\nWe provide support for the University&#8217;s wired network, Wi-Fi network, and other communication services.<\/li>\n<li style=\"margin-bottom: 8px\"><strong>Telephony and videoconferencing.<\/strong><br \/>\nWe handle issues and requests related to landline and mobile phone services and videoconferencing systems.<\/li>\n<li style=\"margin-bottom: 8px\"><strong>IT purchasing and procurement.<\/strong><br \/>\nWe support the purchase of IT equipment, supplies, and services through UMH Framework Agreements and Dynamic Purchasing Systems.<\/li>\n<li><strong>IT infrastructure.<\/strong><br \/>\nWe support technology needs related to new spaces, renovations, building upgrades, and IT facilities across the University.<\/li>\n<\/ul>\n<p style=\"margin: 0 0 24px 0;color: #1f1f1f;font-size: 16px;line-height: 1.7\"><a href=\"https:\/\/cartadeservicios.umh.es\/cartas_servicio\/SERVICIO_INFRAESTRUCTURA_INFORM%C3%81TICA\/#p=4\" target=\"_blank\" rel=\"noopener\" aria-label=\"View the Service Catalog, opens in a new window\"><br \/>\n<strong>View the Service Catalog \u2192<\/strong><br \/>\n<\/a><\/p>\n<p style=\"margin: 0;color: #1f1f1f;font-size: 16px;line-height: 1.7\"><strong>Important:<\/strong> Equipment support is provided only for devices registered in the UMH inventory. Personal devices or devices that are not registered in the UMH inventory are not covered.<\/p>\n<\/section>\n<p><!-- ===================================================== HORARIO DE ATENCI\u00d3N ===================================================== --><\/p>\n<section style=\"width: 100%;margin: 0 0 58px 0\">\n<div style=\"width: 56px;height: 4px;margin: 0 0 18px 0;background-color: #ffe000\" aria-hidden=\"true\"><\/div>\n<h2 style=\"margin: 0 0 14px 0;color: #1f1f1f;font-family: 'Dopamine Regular','Dopamine','Domine',Georgia,serif;line-height: 1.25;font-weight: 400\">Support hours<\/h2>\n<p style=\"margin: 0 0 18px 0;color: #1f1f1f;font-size: 16px;line-height: 1.7\"><strong>Regular hours<\/strong><br \/>\nMonday through Friday, from 08:00 h to 18:30 h.<\/p>\n<p style=\"margin: 0 0 18px 0;color: #1f1f1f;font-size: 16px;line-height: 1.7\"><strong>Summer hours<\/strong><br \/>\nFrom June 1 through September 30, Monday through Friday, from 08:00 h to 15:00 h.<\/p>\n<p style=\"margin: 0;color: #1f1f1f;font-size: 16px;line-height: 1.7\"><strong>Holiday periods:<\/strong><br \/>\nDuring August, Easter, and Christmas, availability depends on the University&#8217;s operating schedule. Check the dates in the <a href=\"https:\/\/servicioptai.umh.es\/unidad-pas\/calendario-laboral-pas\/\" target=\"_blank\" rel=\"noopener\" aria-label=\"PTGAS Work Calendar, opens in a new window\"><strong>PTGAS Work Calendar.<\/strong><br \/>\n<\/a><\/p>\n<\/section>\n<p><!-- ===================================================== NIVELES DE ATENCI\u00d3N ===================================================== --><\/p>\n<section style=\"width: 100%;margin: 0 0 58px 0\">\n<div style=\"width: 56px;height: 4px;margin: 0 0 18px 0;background-color: #ffe000\" aria-hidden=\"true\"><\/div>\n<h2 style=\"margin: 0 0 14px 0;color: #1f1f1f;font-family: 'Dopamine Regular','Dopamine','Domine',Georgia,serif;line-height: 1.25;font-weight: 400\">Support tailored to each issue<\/h2>\n<p style=\"margin: 0 0 20px 0;color: #1f1f1f;font-size: 16px;line-height: 1.7\">Depending on the type of issue or request, support may be provided at different levels.<\/p>\n<ul style=\"margin: 0;padding-left: 22px;color: #1f1f1f;font-size: 16px;line-height: 1.7\">\n<li style=\"margin-bottom: 8px\"><strong>Technical support.<\/strong><br \/>\nThis is the first level of support, diagnosis, and resolution. It includes remote assistance when needed.<\/li>\n<li style=\"margin-bottom: 8px\"><strong>On-site support.<\/strong><br \/>\nProvides in-person assistance and on-site support at the different campuses when needed.<\/li>\n<li><strong>Specialized support.<\/strong><br \/>\nSpecialized technical staff assist when a request requires specific technical expertise.<\/li>\n<\/ul>\n<\/section>\n<p><!-- ===================================================== NECESITAS AYUDA ===================================================== --><\/p>\n<section style=\"width: 100%;margin: 0;padding: 0 0 12px 0\">\n<div style=\"width: 56px;height: 4px;margin: 0 0 18px 0;background-color: #ffe000\" aria-hidden=\"true\"><\/div>\n<h2 style=\"margin: 0 0 26px 0;color: #1f1f1f;font-family: 'Dopamine Regular','Dopamine','Domine',Georgia,serif;line-height: 1.25;font-weight: 400\">Need help?<\/h2>\n<p><!-- ATENCI\u00d3N ONLINE --><\/p>\n<h3 style=\"margin: 0 0 10px 0;color: #1f1f1f;font-size: 19px;line-height: 1.4;font-weight: bold\">Online support<\/h3>\n<p style=\"margin: 0 0 18px 0;color: #1f1f1f;font-size: 16px;line-height: 1.7\">Email or call to report technical issues or request support.<\/p>\n<p><a style=\"margin: 0 0 36px 0;padding: 11px 18px;background-color: #ffe000;color: #1f1f1f;font-family: 'Open Sans',Arial,sans-serif;font-size: 16px;line-height: 1.4;font-weight: bold;text-decoration: none;border: 0;border-radius: 0\" href=\"https:\/\/universite.umh.es\/ticketing\/ticket\/unidad\/CAU\" target=\"_blank\" rel=\"noopener noreferrer\" aria-label=\"Go to the User Support Center, opens in a new window\">Go to the CAU \u2192<br \/>\n<\/a><\/p>\n<p><!-- ATENCI\u00d3N TELEF\u00d3NICA --><\/p>\n<h3><\/h3>\n<h3 style=\"margin: 0 0 10px 0;color: #1f1f1f;font-size: 19px;line-height: 1.4;font-weight: bold\">Phone support<\/h3>\n<p style=\"margin: 0 0 36px 0;color: #1f1f1f;font-size: 16px;line-height: 1.7\">You can also contact us at <a href=\"tel:+34966658582\"><strong>966 658 582 <\/strong><\/a>(internal extension <strong>8582<\/strong>).<\/p>\n<p><!-- ATENCI\u00d3N PRESENCIAL --><\/p>\n<h3><\/h3>\n<h3 style=\"margin: 0 0 10px 0;color: #1f1f1f;font-size: 19px;line-height: 1.4;font-weight: bold\">In-person support<\/h3>\n<p style=\"margin: 0 0 22px 0;color: #1f1f1f;font-size: 16px;line-height: 1.7\">Our main office is located in the <a href=\"https:\/\/universite.umh.es\/localizaciones\/?loc=e06p0037\" target=\"_blank\" rel=\"noopener\" aria-label=\"Location of the H\u00e9like Building on the Elche campus, opens in a new window\"><strong>H\u00e9like Building on the Elche campus. <\/strong><\/a>If you need in-person support, please schedule an appointment in advance.<\/p>\n<p><a style=\"padding: 11px 18px;background-color: #ffe000;color: #1f1f1f;font-family: 'Open Sans',Arial,sans-serif;font-size: 16px;line-height: 1.4;font-weight: bold;text-decoration: none;border: 0;border-radius: 0\" href=\"https:\/\/cau.umh.es\/\" target=\"_blank\" rel=\"noopener noreferrer\" aria-label=\"Schedule an appointment through the CAU, opens in a new window\">Schedule an appointment \u2192<br \/>\n<\/a><\/p>\n<\/section>\n<\/section>\n<p><\/p>","protected":false},"excerpt":{"rendered":"<p>Get help, report issues, and submit IT requests<br \/>\nThe User Support Center (CAU) is the main point of contact between the IT Infrastructure Service (SII) and the university community for getting help, reporting issues, and submitting requests related to the IT services at Miguel Hern\u00e1ndez University of Elche (UMH).<br \/>\nFor: the entire university community: PDI, PTGAS, and [&#8230;]<\/p>\n","protected":false},"author":61,"featured_media":0,"parent":0,"menu_order":20,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_links_to":"","_links_to_target":""},"_links":{"self":[{"href":"https:\/\/sii.umh.es\/en\/wp-json\/wp\/v2\/pages\/341"}],"collection":[{"href":"https:\/\/sii.umh.es\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/sii.umh.es\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/sii.umh.es\/en\/wp-json\/wp\/v2\/users\/61"}],"replies":[{"embeddable":true,"href":"https:\/\/sii.umh.es\/en\/wp-json\/wp\/v2\/comments?post=341"}],"version-history":[{"count":0,"href":"https:\/\/sii.umh.es\/en\/wp-json\/wp\/v2\/pages\/341\/revisions"}],"wp:attachment":[{"href":"https:\/\/sii.umh.es\/en\/wp-json\/wp\/v2\/media?parent=341"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}