| 1.01 Support for IT Services |
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| This service provides the first point of contact for requests and faults related to all IT services, telecommunications and the switchboard. Support is provided in person and by telephone and e-mail. |
| Service Provisions |
This service includes:
- Switchboard services
- Telephone and e-mail support for IT related issues.
- Face to face support for students.
- The availability of online support for some service requests.
- First point of contact for requests and faults related to all IT services, call and incident logging.
- 1st and 2nd tier resolution and escalation of incidents to 2nd and 3rd tier specialists as required.
- A referral service to specialist service desks in other business areas.
Please note this service does not include:
- Support for services outside of the ICT service catalogue.
- A service desk for audio visual related issues.
- Services in business areas already supported by local computing officers or external parties.
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| This service is available for: |
Staff, Students, Visitors |
| Service offerings and variations: |
Not applicable |
| Funding model |
Fully funded |
| Service cost |
Not applicable |
| Service conditions, support and availability: |
Standard Support Hours for e-mail, phone and online support.
Face to face support for students is provided at the North Terrace campus. |
| References |
| Contact the Service Desk |
Service owner: Manager, Customer Service
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