When should I contact the Helpdesk? Before you Call
- Make sure that the information or service you require is not available through our website. The A-Z of services provides an easy way to access the relevant information.
- Check the ITS Service Status page for the latest information on planned and unplanned outages.
- Reboot your computer and see if this rectifies the issue.
Calls to the Helpdesk fall into 3 categories - Service Requests, Incidents and Custom Requests.
| Request | Description |
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Service Requests
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Service requests are requests for standard helpdesk services. These have defined timeframes. Details of each service can be found on the relevant web pages. Some example service requests include:
- Shared folder creation
- Software installation
- Hardware installation
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Incidents
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Incidents are requests for assistance due to a fault or problem. A priority is assigned to each incident based on an impact assessment, which determines the resolution time. Some example incidents include:
- Computer unable to boot
- Printer unable to print
- User unable to login to computer / email
- Software problems
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Custom Requests
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Custom requests are specialized requests that do not fall within the service request and incident categories, these include:
- Project management
- Consultation
- Major changes
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