The staff who provide the University's IT services and
facilities are organised in a number of teams under the leadership
of a member of IT Services Senior Management Team as follows:
We are a specialist team focusing on new developments and
innovation in Information Technology. Our current strategic aims
Third Line Support staff are responsible for analysing and
resolving more complex technical issues that have been escalated to
them by the Second Line Support Team. They work proactively to
improve ICT services.
Roles and responsibilities of this team
Schedule of the most commonly-requested
services provided by the ITS Admin Support Team
Please help us to help you by planning your requirements in
advance as per the published schedule and timescales. Urgent needs
outside of these will be handled on a best-efforts basis.
Members of this team can be contacted by email: firstname.lastname@example.org or
by logging a call with the Service Desk on extn 2000.
First Line Support
The initial point of contact for staff requesting advice and/or
support is our Service Desk, which can
be reached on ext. 2000, or externally on 01902-322000. It
operates between 8am and 7pm during term-time and 8am to 5pm during
vacations. Support for students is through the IT Desks located
within Learning Centres and the MI Helpdesk.
Second Line Support
Second Line Support staff are responsible for day-to-day
operational support aspects of IT Service. As well as support for
computer hardware and software, this also includes all University
telephones and most AV equipment (MA Building excluded). They
resolve hardware and software queries and install hardware and
software, and provide advice on purchasing IT equipment and
software. They cover all campuses, including Burton and the Science
This portfolio also includes responsibility for maintaining and
improving Customer Service:
Responsible for the liaison between IT
Services and Academic staff and students, including provisioning IT
equipment, classroom teaching technology, support for Technology
Supported Learning, training, information and communication.
Management, included in this portfolio, provides specialist
strategic and tactical support to academic schools. We are the
primary interface between IT Services and the academic community.
We partner with schools to facilitate opportunities for IT related
academic projects and developments, and collaborations between
schools, through advice, information sharing, working groups and
ICT Training and Information
for the University community is delivered through this portfolio.
Training and Information resources are both sourced and developed
in-house to cover the full range of software, hardware and services
provided by the department to the University community. Resources
range from self-paced, online, interactive study materials to
in-person, face-to-face training courses, to information based web
materials, covering personal interest to business critical needs to
professional qualifications. Working in close partnership with the
Staff Development Unit, we
ensure that all University staff and students have access to all
the information and training they need.
We provide consultancy, analysis and
specialist knowledge and resource for University Information
Systems projects and developments. Our areas of expertise
modified: 15 February 2013
Last reviewed: 15 February 2013
University of Wolverhampton, Wulfruna Street, Wolverhampton, WV1 1LY
Course enquiries: 0800 953 3222, General enquiries: 01902 321000, Email: email@example.com
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