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Computing and Information Services

Service Description

List of services

Service Desk

Basic Description

The Service Desk is the single point of contact for people who require help or advice concerning the services and facilities provided by the Information Technology Service. The Service Desk can be contacted by phone, email and in person.

Eligibility

The Service Desk is available to all members of the University.

CIS Responsibility

Service Desk staff will attempt to answer any query related to the services and facilities offered by the Information Technology Service. If the Service Desk staff cannot answer the query, 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 Service Desk are logged and the customer will be given a call reference number to assist in tracking progress of the call.

Customer Responsibility

To report any problems with services and facilities offered by CIS to the Service Desk.

To provide the Service desk with their own CIS username for call logging purposes

Restrictions

None

Service Charges

There is no charge for the Service Desk Service although there are charges for some services that the Service Desk administer.

These include the provision usernames for conferences, screen saver displays on the Networked PC Service (NPCS)
and replacement campus cards

Support Hours

Core Support Hours 08.30 - 17.30 weekdays other than University and Bank Holidays.

Out of hours support by telephone only 17.30 - 08.30, weekdays and 24 hours at weekends and bank holidays, including Christmas Day, Boxing Day and New Years Day.

Additional Information

Service Catalogue