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Computing and Information Services

Calling the IT Service Desk

Since April 2010, we have been using an upgraded system to control telephone calls coming into the IT Service Desk which has streamlined the way your calls into the Service Desk are managed.  This upgrade was part of the Communications Infrastructure Upgrade project: a University wide project to migrate the telephone system over to IP (Internet Protocol) telephony. 

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, you have not been put through to an answer machine; you will be transferred to a member of the IT Service Desk team
  • 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 place in a queue: please continue to hold and you will be transferred to the first available member of the IT Service Desk team
  • Whilst you are waiting to be transferred to a member of the IT Service Desk team, you will hear regular updates advising you of your position in the queue and you will be given the option to leave a voicemail message
  • 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

This system allows better management of the call queues 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, leaving a voicemail or submitting your Incident, Service 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.