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Durham University

Computing and Information Services

Calling the IT Service Desk

What you can expect

When you call the IT Service Desk on Ext: 41515 or on 0191 334 1515, between 08:00 and 18:00, Monday to Friday you will:

  • Hear a brief pre-recorded greeting - please don't hang up at this stage, there will be a small number of options to choose from to help us direct the call correctly.
  • If all the members of the IT Service Desk team are dealing with calls, you will hear the greeting and then your call will be placed in a queue: please continue to hold and you will be transferred to the first available member of the IT Service Desk team
  • If you call us between 18:00 and 08:00, Monday to Friday or during the weekend, your call will be transferred to the Out of Hours service who will be able to offer general advice or log your call in readiness for the IT Service Desk's return

Our telephone system manages the phone call queue into the IT Service Desk and will provide you with an understanding of your place within the queue, allowing you to make more informed decisions regarding holding,submitting your Incident, Request or Change Request via our on-line forms.

When you call, you may hear a message telling you about an issue we are already aware of: you don't need to hold on to report it. You can check the IT Service Status page to see when the issue is resolved