ICT SUPPORT HELPDESK
The 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 ICT Services.
Accessing the Service Desk
Your single point of contact in ICT Services for getting help with IT-related incidents, service requests and queries, the Service Desk can be accessed in several ways:
Phone the Service Desk on ext 3123 (DDI 01 402 3123).
Visit the Service Desk in room G006 Aungier Street.
The Service Desk portal allows you to log and track your incidents, queries and service requests 24/7.
The Service Desk opening hours are:
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 email@example.com.
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.
Please let us have your comments and feedback
To ensure that the service we provide is of the highest standard, we welcome your comments and feedback. All comments and feedback can be emailed to firstname.lastname@example.org