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.
|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|
|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|
To obtain IT Support from the IT Service Desk go to the DIT Service Desk website.
The IT Support service is funded by the University and provided at no additional cost to staff
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.