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Tel: 028 9036 6777
Fax: 028 9036 6809
Email: helpdesk@ulster.ac.uk
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Information Services Newsletter
Helpdesk News

The IT User Services Helpdesk has successfully completed its first year of operation and has become the de facto point of contact for our users. A number of recent innovations have allowed us to enhance the service:

Telephone Queuing system This informs users of their position in the queue and allows them to leave a message on a prompted-voicemail facility. (Messages also may be left outside normal working hours.)

During IT-related emergencies, when the number of calls to the Helpdesk can rise significantly, a primary message can be set, alerting users to the situation and notifying them of the expected downtime.
Radio Communications Pilot A radio communications system has been installed at the Jordanstown campus and will run as a pilot over the coming months. This facility will provide immediate contact between the Helpdesk and our audio-visual and IT technicians servicing the teaching areas, regardless of their location on the campus. If successful, the programme may be broadened to include technical staff on all campuses.
Helpdesk software A new version of the Helpdesk database, based on Oracle, will be implemented in the coming months. User details, currently obtained during the initial call, will be accessed directly from University databases thus streamlining the call logging process.
User Survey Throughout the academic year, we will be contacting a representative sample of users following the closure of their call. We are actively seeking the views of our users and this should assist us in ascertaining the overall performance of our service.

 

Keith Livingston