Business Information and Technology Services

Self-service Service Desk support and help

Further information

The Service Desk provides IT Service Management that is based on ITIL (IT Infrastructure Library) V3 guidelines.

  • Pheme
  • Login to self-service Service Desk

The Service Desk is designed as a single point of contact for all users of IS services at UWA.

  1. Logging in
  2. Navigating My Dashboard
  3. Submitting a new request
  4. Monitoring and resolving submissions
  5. Understanding Service Desk notification emails
  6. Support groups

Logging in

You can use the desktop shortcut, which is deployed to your desktop for PC users in all IS-supported areas, to go straight to the Service Desk login.

Your UWA Person ID and Pheme Password are used for authentication. Make sure you can login to your Pheme account or have activated your Pheme account before attempting to login to the Service Desk.

Staff can create requests for help and be kept informed about the status of their requests through use of the Service Desk; where you can also be kept up-to-date with the status of IT and non-IT services generally, including news alerts informing you that email is temporarily unavailable.

Navigating Dashboard

The Service Desk has been designed to ensure you get the help you need, in a timely and appropriate manner from your support staff.

The guide below will help you identify and use various aspects of the Service Desk My Dashboard:

Submitting a new request

The Service Desk has been designed to allow you to search through the extensive Knowledge articles to find a solution to your problem, or to submit an incident or request to have your submission resolved in a in a timely and appropriate manner from your support staff.

The guide below will help you use the Knowledge articles and/or create a new submission for help:

Monitoring and resolving submissions

The Service Desk has been designed to allow you to monitor incidents or requests that you have submitted, or that have been submitted by support staff on your behalf.

The guide below will help you monitor the progress of any submission you have made through My Dashboard; and indicate whether an Incident has been resolved to your satisfaction:

Understanding notification emails

The Service Desk has been designed to notify you when updates occur to your incident or request.

The guide below will help you understand the information contained within these email notifications:

Support groups

The Service Desk is used by numerous support groups at UWA and when they respond, the email will be from UWA Service Desk servicedesk@uwa.edu.au.

Requests for help are automatically assigned to the correct support groups.

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Business Information and Technology Services

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Last updated:
Thursday, 24 July, 2014 2:07 PM

http://www.bits.uwa.edu.au/1829166