Rollout of Regis University Personal Support Center

  • October 31, 2025
  • Faculty and Staff Students University Updates

Dear Regis University Community,

We are excited to announce that, effective Monday, Nov. 3, 2025, the IT Help Desk will officially transition to the Regis University Personal Support Center – a significant step forward in enhancing the way we support your technology needs across campus.

With this transition, the Regis community will continue to have the same familiar access to technology support but will benefit from a strengthened behind-the-scenes system which includes new and improved features designed to make technology assistance more accessible and seamless.

What’s Changing on Nov. 3:

24/7 Technology Support: will now be available around the clock by phone, email and chat. Our team of higher education technology professionals will assist with user access, WorldClass, password resets, Wi-Fi and network connectivity, and additional University-supported systems any time, day or night.

Email Support: For support requests initiated via email, please contact helpdesk@regis.edu.

Introduction of Live Chat: In addition to phone and email, you will be able to chat live with Personal Support Center agents directly for real-time help.

For support requests initiated via phone or live chat, you will receive updates directly to your Regis email account.     

Enhanced Email Follow-Up: Any phone, email or chat interactions with the Personal Support Center will include email updates, ensuring consistent communication across all channels. If you need an update on an open ticket submitted via phone, email or live chat, simply reply to the confirmation email you received, and the Personal Support Center will provide further assistance.

Phone Support: Is available 24/7 for any technology needs you may have.   If your need is urgent, such as an issue impacting multiple users or essential operations, please contact us by phone.
To ensure secure assistance, you will always be asked to verify your identity with the following unique identifiers: Students – ID, Birthdate, Last four of SSN and Address.
Faculty/Staff – ID, Birthdate, Last four of SSN and Address.

Self Service Portal: The IT Service Portal will soon be sunsetted, making way for a streamlined, modern support experience that better meets the needs of our students, faculty and staff. This change is part of a broader initiative to enhance responsiveness, simplify access and improve overall service quality. Clear directions on how to contact IT support will be posted directly within the portal, ensuring a smooth transition and uninterrupted access to help when you need it.

Surveys: Upon resolution of an inquiry made via email, phone or live chat with the Personal Support Center, a follow-up survey will be sent to your Regis email to gather feedback on your support experience.

What’s Staying the Same:

Support Channels: You may continue to request assistance by calling 303-458-4050.

Issue Coordination: When resolving an issue depends on third-party vendors, hardware availability or additional input, the Personal Support Center will take the lead in managing those external factors and communicating progress to you.

Ticket Prioritization Framework:

To ensure efficient resolution, support requests will continue to be triaged based on impact and urgency:

  • Urgent – Critical disruptions affecting multiple users or essential campus functions, with no available workaround.
  • High – Significant issues affecting a course or core department functions, also without a workaround.
  • Medium – Problems with a temporary workaround that affect work or learning for several users.
  • Low – Minor inconveniences or individual support needs with limited impact.
 

Any existing tickets will be reviewed and prioritized using this same framework. Requests that are deemed urgent or high-impact will be addressed first to minimize disruption to campus operations and learning. Lower-priority tickets will continue to be resolved in a timely manner, with updates provided throughout the process.

We recognize how vital technology is to your work, teaching and learning. With expanded availability and real-time communication through chat and email, the new Personal Support Center offers a more efficient, responsive support experience.

Warm regards,

The Regis University Personal Support Center

E: helpdesk@regis.edu | P: 303-458-4050 | Chat: Regischat.personalsupportcenter.com

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