The IT Service Desk is the central point of contact for staff and students seeking help, advice and support for all IT related services.  Calls are logged against your staff or student number so please have this available when requesting assistance.  A call reference number will be supplied and should be quoted when requesting call status updates.

The IT Service Desk welcomes feedback from all our customers which helps us improve our service to you. We encourage customers to communicate with us when they feel that the service they received was exemplary or did not meet their expectations.  We also welcome suggestions for improvement to our service.

IT Service Desk Customer Charter

What Customers Should Expect from the IT Service Desk:

1. Timely Response: Customers should expect prompt and timely responses to their inquiries and support requests. The IT service desk should aim to acknowledge requests promptly and provide initial support or updates within a reasonable timeframe.

2. Effective Communication: Customers should receive clear and effective communication from the IT service desk regarding the status of their requests, any troubleshooting steps taken, and expected resolution times.  Communication should be courteous, professional, and easy to understand.

3. Professionalism and Expertise: Customers should expect professionalism and expertise from the IT service desk staff. Service desk agents should be knowledgeable, skilled, and able to resolve issues efficiently.  They should also provide assistance with a friendly and customer-focused attitude.

4. Problem Resolution: Customers should expect their issues and problems to be resolved effectively by the IT service desk.  This includes diagnosing issues accurately, providing appropriate solutions or workarounds, and following up to ensure that the problem has been fully resolved.

5. Availability and Accessibility: Customers should have access to the IT service desk through various channels (e.g., face-to-face, phone, email, self-service) and expect availability during designated support hours.  The IT service desk should strive to be accessible and responsive to customer needs.

What the IT Service Desk Should Expect from Customers:

1. Accurate Information: The IT service desk should expect customers to provide accurate and detailed information about their issues or requests.  This includes relevant error messages, screenshots, and any troubleshooting steps already taken.

2. Cooperation and Collaboration: The IT service desk may require cooperation and collaboration from customers to troubleshoot and resolve issues effectively.  Customers should be willing to follow instructions, provide additional information as needed, and participate in troubleshooting efforts.

3. Patience and Understanding: The IT service desk may encounter challenging issues or situations that require time and effort to resolve.  The service desk should expect customers to demonstrate patience and understanding while issues are being investigated and addressed.

4. Feedback and Follow-Up: Customers should be encouraged to provide feedback on their experience with the IT service desk, including suggestions for improvement or areas where service could be enhanced.  The service desk should also expect customers to follow up if issues persist or if they have additional questions or concerns.

5. Adherence to Policies and Procedures: Customers should adhere to established policies and procedures when requesting support from the IT service desk.  This includes following proper channels for submitting requests, adhering to security protocols, and respecting service level agreements.

Remote Support

 Accept the disclaimer and give Your ID and Password, displayed in the TeamViewer window, to the Technician when requested.  Please note: Each use generates a new password and no-one will have access to your PC without your permission.