We’re a small IT Service Desk with just 6 analysts, we should be your first point of contact for most IT issues. We’re here to help you and will do this in the best way we can, this might be to resolve your issue during that first conversation or possibly passing it onto a specialist who can.
What you can expect from us…
1.A friendly voice, who introduces themselves and is ready to help
2.That we’ll always log a case, this might be an Incident or a Request and give you a reference.
3.A series of questions to try and clarify the reason for the call and its impact and urgency.
4.We’ll assign a priority and tell you what it is.
In return you’d make our job easier if…..
1.You contact us via telephone, if you’re reason for contact has a significant impact or is urgent.
2.If you’re a using a university asset, have the asset reference at hand.
3.You introduce yourself and explain clearly the reason for contacting us.
4.You explain the impact of an issue.
5.You explain why something is urgent or if there’s a deadline.
6.If you’re new, try reviewing the Getting Started area of our webpages first.
7.Check the Self Help areas of our webpages as automated solutions may already exist.
You can contact the IT Service Desk on 0161 295 2444
We’re open Monday – Friday between the hours of 08:00-17:00
*excluding bank holidays
We prioritise answering the telephone over other support channels, answering 90% of our phone calls within 30 seconds. However if you’re enquiry is less urgent you can log a new case or get a progress update on an existing case via My IT Desk. Face to face support is available at the IT Drop In.
The IT Drop In service is situated is currently situated in Clifford Whitworth and runs Monday to Friday between the hours of 12-2. The service is to provide help and guidance to staff and students that may have issues with their own device or IT services offered by the University.
We can offer students and staff the following: -
Please ensure if you are bringing portable / mobile equipment you also bring the power supply.
Please note: If the fault is an actual hardware fault (where something needs replacing) and is on non-University owned equipment, we will only be able to provide recommendations.
The service is aimed at requests that can be dealt with quickly to ensure all customers who attend can be served. If it is identified that the query will take significant time to resolve, a technician will make an appointment to see the customer at an appropriate time.
Please note we do not have the facility to store your personal data, so it is your responsibility to ensure all your personal and important files are backed up. We cannot accept responsibility for any loss or corruption of data which may occur.
You must agree to the following terms and conditions before we can look at your device:
You can email the firstname.lastname@example.org
We only respond to emails during Monday – Friday between the hours of 08:00-17:00
*Out of Hours support monitors the inbox for high priority issues.
Answering emails is a lower priority than other support channels, however we’ll normally respond within 1 working day.
My IT Desk gives access to the IT case management system, and enables you to log your own Incident or Request, and Track the progress and communicate to the Technician involved.
All cases will be visible in My IT Desk, regardless of the support channel you've chosen to log an individual case.
You can log into My IT Desk using your IT Account username and password.
Hopefully the system is fairly intuitive, but if you’re using it for the first time and are struggling to navigate it, there are some introductory videos or if you prefer user guides.
Some cases are automatically routed to the team with the specialist knowledge and responsible for resolving or fulfilling, however others will require assessment via the Triage process. We prioritise triaging cases over responding to emails, and complete these within 4 hours.
the IT Service Desk may not be able to advise regarding the functionality of specialised software; in which case you are advised to contact a tutor, demonstrator or senior user within your school or professional service department. Blackboard, Collaborate, e-submission, Agresso Financials, SAP HR systems have dedicated support resources and Service Desks; if you need support for these, the contact details are given below:
Blackboard, Collaborate, e-submission (STUDENTS only)
Blackboard, Collaborate, e-submission (STAFF only)
Agresso (Finance – STAFF only)
SAP (HR/Payroll – STAFF only)
We work hard to make sure that we provide the best possible service, but with over 150 telephone calls and 100 emails every day that result in 150 cases being logged, occasionally the odd one might not go entirely to plan.
If you're not satisfied with the service provided and would like to draw our attention to a case, please follow the escalation process.
Case - a job, either an Incident or Request thats logged in the IT service Management system
Disk Image - a copy of the entire contents of a PC internal disk drive, concatenated into a single data file. It represents the content of the original disk drive, including both data and structural information. Disk images are used to quickly replicate the disk content of a ‘reference PC’ onto multiple working PCs - for example, within a lab, open access suite, or for staff as and when required. With a disk image, there is no need to install software products individually. Within the University, new versions of disk images are created several times per year, and are deployed on open access, lab, or other PCs as required.
Incident - is the term we use to describe that an error has occurred, or where something doesn’t work the way it is expected to, causing an interruption to a service which affects the user’s productivity. An Incident may also be a failure of a component that has the potential to cause interruption.
Incidents are often referred to as: a fault, an error, a problem, it doesn’t work!
Request - Service Request is used as a generic description for many, varying types of request made to the IT department from users. Many of these Service Requests are actually for small changes – characterised as low risk, frequently occurring, low cost, etc. including information, or advice or access to an IT Service
SLA - An indication of the duration of time that the case you’ve logged will be completed within.