Charles Sturt University
Charles Sturt University

IT Support

What Is This Service?

The IT Service Desk is the first point of contact for all requests, queries and technical issues with University provided IT equipment, facilities and services. The IT Service Desk team aim to resolve as many incidents and requests as they can in the shortest amount of time. If an issue requires additional troubleshooting the IT Service Desk will escalate to a specialist technical support team for resolution.

LANDesk is the software used by the IT Service Desk staff to centrally record and track all queries, requests and incidents.

The IT Service Desk operates the dedicated videoconference and teaching support hotline to assist with urgent issues that are affecting teaching and if service cannot be restored over the phone an AV support person will attend the class to resolve or assist you to work around the issue until it can be resolved.

What Is Included?

  • Incident recording, classification, prioritisation, escalation and resolution
  • Provision of an Incident Identification number
  • Answering IT related queries and simple request fulfilment
  • Ability to connect to your computer to remotely control and view your screen using VNC software when you call for assistance (requires caller approval)
  • Ability to lookup and advise the status of an escalated incident or request
  • Facilitation of timely response to service requests and incidents
  • Maintenance of the IT Knowledge Base to help staff find solutions and workarounds to common issues
  • Provision of online service support websites, FAQs and Self Help resources
  • Ability for staff to provide feedback on an incident or IT service
  • Management of the What's New service
  • Provision of dedicated videoconference and technology support hotline to assist with urgent issues that are impacting teaching and learning
  • On site support for urgent videoconference or audio visual issues that are affecting teaching and learning which could not be resolved by phone

What should I expect?

Target availability of service The IT Service Desk operates from 8:00am to 6:00pm Monday to Friday (excluding concessional University holidays and public holidays). Calls will be answered during these hours. Requests for assistance can be submitted using the Service Desk Web Form 24 hours a day 7 days a week but they will not be processed outside of IT Service Desk opening hours. Online self service resources are available 24 hours a day 7 days a week
Support hourshttp://www.csu.edu.au/division/dit/services/
Special access conditions Available to all staff
Call response 92% of calls will be answered in 2 minutes or less
Resolution of incidents by the IT Service Desk 70% of incidents are resolved at first response by the IT Service Desk in non peak periods. The remainder are escalated to the specialist technical support groups
Request fulfilment by the IT Service Desk 60% of requests are resolved at first response by the IT Service Desk in non peak periods. The remainder are escalated to the specialist technical support groups

How Do I Initiate This Service?

To obtain IT Support from the IT Service Desk go to the DIT Service Desk website.

How Much Does It Cost?

The IT Support service is funded by the University and provided at no additional cost to staff

Where Can I Find On Line Self Help or More Information?

DIT Service Desk

To locate self help, training, support and more information go to FAQs & Self Help and locate the service or software you require assistance with to view available resources.