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Durham University

Computing and Information Services

Code of Conduct

How we manage your calls

When you contact us - either by email, phone, our online forms or visiting us - we categorise your call as one of three types:

  • an incident - you are reporting that something is broken or not working properly and needs to be fixed as soon as possible
  • a service request - you are requesting something from us; this could be new software or advice on how to do something that you're not sure of, or for information
  • a change request - you are asking for something to be changed; this could be a new PC or laptop, or maybe a new project

For further details of these categories or to raise a call, follow the links on the left of the page.

Our IT Service Desk pick up every call that comes in, check details, categorise, and will either look to resolve it directly (we aim resolve as many calls as possible at first contact) or pass it to the relevant technical team to address. The more information you can provide at first, the better equipped we are to resolve the issue quickly.