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Second line support IT and Library Services

Basic Description:

A number of the calls made to the IT Service Desk but which cannot be resolved for you whilst you are on the telephone are passed over to the second line support team. A member of the team will then contact you to check that they correctly understand your needs and will either arrange to come and see you or help you by connecting remotely to your pc.

Key Features / Benefits:

    • PC Desktop/Laptop support – software installation, upgrades and fault resolution.
    • PC Desktop/Laptop support – hardware installation, upgrades and fault resolution.
    • Wireless device assistance - eduroam wireless network configuration  
    • Video Conferencing Support.

Our Responsibility:

To respond to the needs or the client in a swift, efficient and polite manor.

ILS will maintain the servers, applications and infrastructure necessary to provide this service.

IT Service Desk staff will attempt to answer any query related to this service.  If they are unable to do so, or provide the customer with the information that they require, the matter will be referred to another member of staff with the relevant expertise or responsibility.

All calls to the IT Service Desk are logged and the customer will be given an incident reference number to assist in tracking progress of the incident or request.

Customer Responsibility:

To consult with either IT Service Desk or second line support staff to arrange access, if required, at an agreed tie for fault resolution / upgrade / installation to occur.  

To report any problems with this service to ILS via the IT Service Desk (Ext 7555) or e-mail helpdesk@gre.ac.uk

To provide the IT Service Desk or any member of ILS staff with their username and contact details for incident logging purposes, and as much detail of any incidents of problems observed, including times and dates when possible.

Restrictions:

This service may be subject to the standard Tuesday morning 7am – 9am routine maintenance period.

There are no other restrictions to this service other than eligibility

Customer Service Issues:

Any dissatisfaction with the service should be addressed in the first instance to the IT Service Desk:
E-mail: helpdesk@gre.ac.uk
Telephone: 020 8331 7555, visit the IT Service Desk pages or you may also submit a query online

Support Hours:

Core support hours 09.00 – 17.00 weekdays other than University and Bank Holidays.

Further information about Second line support can be found in the Service Delivery Team pages .

Last updated: 12 Sep 2017