Email: firstname.lastname@example.org Telephone: 020 8331 7555
IT Service Desk
The IT Service Desk is the first point of contact for all problems and queries relating to our services and software. Our dedicated team of First Line Support staff have a broad knowledge and in many cases can deal directly with requests. When this is not possible they will assign it to colleagues in Second Line Support (campus) or specialist teams, whichever is most appropriate.
The IT Service Desk phones are staffed Monday to Friday 9am to 5pm. Please note that the IT Service Desk will close between 3.00pm and 3.45pm on the first Friday of every month for staff training.
The IT Service Desk operates a telephone call handling system to enable us to provide a means to queue calls if all the IT Service Desk staff are busy. It also allows us to monitor how often calls are abandoned or lost.
E-mails are checked regularly and appropriate calls logged on the system. If necessary we will contact you for further details.
Before you contact us
When calling the IT Service Desk please ensure you have...
- Your Username
- Full details of the problem, this could include details of any error messages you may have received
- The name of any applications you may be encountering problems with
- The UG number of any hardware that may have a fault
- The number of people the problem is affecting.
Having these details ready before you ring will help us deal with your call more efficiently.
If sending a query by e-mail it is necessary to provide the following details:-
- Name and Username
- Telephone Extension
- Brief summary of the problem including UG number of any affected hardware
Submitting an incident
We ask all members of the University to send their IT queries and problems via a central IT Service Desk. In this way your problem, request or query can be dealt with directly or passed on quickly to the appropriate team, either local IT support in a locality or a specialist central team.
What happens next?
Where possible, the skilled staff on the IT Service Desk will attempt to resolve the problem or query. They may also ask more questions to help resolve your query. If it is not possible for the Service Desk staff to resolve it, they will pass the incident onto another team:
- Campus teams support faculty-specific services, maintain local IT hardware and are sometimes the expert who can visit in person.
- Specialist teams maintain centrally supported services (including email, remote desktops and the University networks) and can fix problems with and answer more detailed questions about those services.
Please note: All queries are given a call reference number which you will see quoted in an acknowledgement email when your call is logged in the system. Any correspondence about the query should include the call reference number in the subject line of an email.
How long will it take?
The IT Service Desk assigns a priority to your request based on impact and urgency. This ensures teams prioritise critical queries (such as fixing equipment in lecture theatres). It also sets a target date and time by which we expect to solve the problem or answer the question.
You can also e-mail to enquire about your incident or add further information. As long as you include the call reference number in the subject of the e-mail (e.g. by replying to an email from us), what you send us is automatically added to the call record and will be seen by whichever team or support staff is looking at it.