CENTRE OF INFORMATION AND COMMUNICATIONS TECHNOLOGY SERVICES

Support for ICT Services

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, 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 and staff.
  • 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.
  • Services in business areas already supported by local technicians or external parties.
Service Owner :  
Technical Owner : Team Leader, Service Desk

This service is available for:

                                    

                                      

  • Staff
  • Students
  • Visitors
Service offerings and variations: Not applicable
Funding model Fully funded
Service cost Not applicable
Review dates: No review dates are currently set.
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 ICT Centre.
References: