IT Service Desk
The IT Service Desk is there to help both staff and students with any problems or questions they may have when using or trying to access any service provided by Information Services.
Accessing the IT Service Desk
Your single point of contact in Information Services for getting help with IT-related incidents, service requests and queries, the IT Service Desk can be accessed in several ways. Details of how to access the IT Service Desk can be found below or alternativily you can simply click here.
- Phone the IT Service Desk on ext 3123 (DDI 01 402 3123).
- Email the IT Service Desk: email@example.com.
- Visit the IT Service Desk in room G006 Aungier Street.
- The new Service Desk portal allows you to log and track your incidents, queries and service requests 24/7.
The IT Service Desk opening hours are shown below:
Monday to Friday
9:00am - 12:30pm and 2:00pm - 5:00pm
About the IT Service Desk
What is the purpose of the IT Service Desk?
Single Point of Contact:
The IT Service Desk is the single point of contact (SPOC) for Information Services when you need to log IT-related incidents, queries and service requests. If you contact the IT Service Desk directly, at any stage of your call, we will ensure that your IT incident or request is logged, tracked and not forgotten about.
What to expect when you contact the Service Desk?
Incident/Request life cycle – a 3 stage process:
When you log IT-related incidents, queries and service requests with the IT Service Desk, the information will be recorded in our Call logging database. Once all the information has been compiled, you will receive an email containing a Call Reference Number and brief details of the incident, query or request.
If the logged call cannot be resolved by our IT Service Desk Team, it will be assigned to one of our Support Teams. Once the incident or service request has been assigned to a technician or analyst, you will receive an email notifying you who has been assigned to look after the call.
Once one of our technicians or analysts resolves your IT incident you will receive an email to inform you that the incident is resolved. The call will remain open for 5 days should you have any further issues or queries about the incident or service request. We welcome your comments and feedback by emailing firstname.lastname@example.org.
Need an update on your IT service request?
It is our aim to keep you updated as often as possible with the status of your call but should you be unsure of how things are progressing, you can call the IT Service Desk (x3123) with the call reference number and ask for a status update.
Other useful information
Before considering contacting the Service Desk you may find that the answer you are looking for is on this website. To find what you are looking for you can...
- New Students – see New Students
- New Staff – See New Staff
- Find out about our Staff and Student email services
- Information about Student Print Services
- Information about DIT’s Wireless Services
- Find the form that you need to request one of our services (internal link only)
- Information about the catalogue of services we provide
- Details about our Service Level Agreement process
Please let us have your comments and feedback…
To ensure that the service we are providing is of the highest standard, we welcome your comments and feedback. All comments and feedback can be emailed in confidence to email@example.com.