User Support Service

Practical help and support from trained and experienced IT support staff

The services included are:

1. IT Service Desk– a single point of contact for all IT services users providing:
   • Logging of all requests for support from staff and students.
   • Initial diagnosis and immediate resolution where possible.
   • Escalation to other support teams or external parties for resolution where needed.
   • Ownership of all calls through to resolution to enable relevant and timely communication with users.
2. On Site Support– providing on-site support for IT/telephones including diagnosis, resolution and installation.
   • Diagnosis and resolution of computer/telephone related problems.
   • Fulfilling desktop related service requests.
   • Installation, relocation and configuration of software, hardware and peripherals.
   • Hardware upgrades and replacements of student PCs.
3. AV (Audio Visual) Telephone Hotline– support for classroom based learning technology.
   • Priority support request service available in IT Services supported teaching rooms with fixed AV equipment/teaching technology.
4. Blended Learning Support– single point of contact for academic colleagues when developing or using blended learning materials, including how-to queries, pedagogic advice and technical support for standard supported learning technology.
   • Service Desk logging of all requests for support.
   • First Line resolution provided by trained Service Desk staff.
   • Escalation/referral to Blended Learning Unit when appropriate.
   • Escalation to other support teams for resolution when needed.
   • Escalation to suppliers/3^rd party support when needed.
   • Provision and update of online self help materials.

More information

• ITS Service Desk, including opening times
• Staff support for Blended Learning
• ITS Self Help website for information about how to use the standard software and the IT facilities and services

To contact the IT Service Desk please call (01902) 322000 or extension 2000.