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/3rd party support when needed.
    • Provision and update of online self help materials.

More information

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