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Printable Leaflet

Tel:	028 9036 6777
Fax:	028 9036 6809
Email:	servicedesk@ulster.ac.uk

Page Updated:

27 January 2010

ISD Service Desk

The Service Desk is the focal point for user support requests regarding any aspect of services and facilities provided by the Information Services Department (ISD).

The team receives a request and advances it to a successful resolution and also keeps users informed of any major incidents or service disruptions.

	What happens to User Support Requests?		Is there anything I can do myself before reporting the issue?
	What does the Service Desk need from me?		How can I contact the Service Desk?
	How can I track progress of my call?		Information Provision

What happens to User Support Requests?

Staff, students and visitors whether on or off campus, can be given support by both telephone and email on a range of issues. Enquiries that are not resolved during the initial contact are logged by the Service Desk team and escalated to other sections within ISD.

We endeavour to resolve every call within an appropriate period. Each logged call is given a unique Call ID number and the user may track the progress of their enquiry on our website via this number. Users are contacted to ensure they are satisfied that their request has been resolved before the call is closed.

Is there anything I can do myself before reporting the issue?

Before contacting the Service Desk

If the problem appears to be related to your machine:
• Ensure all cables are connected correctly and restart your PC/Mac

• Launch the application again that caused the problem

Contact Your Faculty / Departmental Technician

Faculty technical staff are responsible for maintaining the PCs and other equipment belonging to the faculty. If your problem is with your PC, you must contact your faculty technician in the first instance. If your technician is unable to solve the problem then they should contact the Service Desk and our technical staff will provide guidance and assistance.

What does the Service Desk need from me?

When you contact the Service Desk students will be required to furnish their ‘B’ code and staff will need their ‘e’ or ‘a’ code. Depending on the request, users contacting the Service Desk by telephone may be required to provide further information to verify their identity.

Sometimes it may be easier to take a screen shot of the problem e.g. if an error code is displayed. Rather than trying to describe the fault over the phone. You can press the ‘Prt Sc’ key at the top right of your keyboard, copy it into an email and send it to the Service Desk.

NOTE!

The Service Desk will never ask you to disclose your password either over the phone or by email. For security reasons we will not send passwords to you via email.

How can I contact the Service Desk?

The Service Desk provides support via telephone and email during normal working hours*, although messages may be left at any time using the Voicemail facility.

Telephone:	028 9036 6777 or ext: 66777
Email:	servicedesk@ulster.ac.uk

* Monday - Thursday: 9:00-17:00 and Friday: 9:00-16:30

Service Desk Call Tracking Service
Users may avail of this service to monitor progress on any current call that they have logged or review closed calls.

	To login, use your ecode or student number and your current network password.

How can I track progress of my call?

Each call logged on our Service Desk system is visible to the person who logged the call.

Information Provision

The Service Desk is responsible for a range of customer-focussed information services. For an overview of how we communicate with our users please click HERE.