Business Information and Technology Services

Service Desk

Further information

Provides a single point of contact for the support of all Business Information & Technology Services provided equipment and services via self service, email and telephone.

Supporting the pillars of:
Teaching and Learning Research Community

About

Also Known As: IT Help Desk, IS Service Desk.

The Service Desk provides a single first point of contact for the support of all BI&TS provided equipment and services via self service, email or telephone. It consists of a team of dedicated and knowledgeable staff who are able to provide courteous and expert support. The Service Desk develop and employ the skills, tools and processes to resolve your issue, to your satisfaction, on first contact wherever possible.

Features and Benefits

Benefits

Provides staff, students and visitors with a simple and accessible method for lodging support requests, while providing a dedicated team to ensure appropriate effort is taken to resolve tickets, and that timely, meaningful communication is maintained throughout

Key Features

  • Single Point of Contact - One team to request any necessary IT assistance
  • Convenient Contact Methods - Accessible via self-service, email or telephone
  • Triage - Ensures that tickets are quickly classified, prioritised and escalated
  • Incident Reporting - To request support for something that has previously worked, but which no longer does
  • Request Fulfillment - To request access to, the provision of, or information about a service that we provide
  • Keeps you Informed - Records the details and progress of your ticket through to resolution
  • Service Notices - Provides timely notification about impact or enhancement to services

Availability and Support

Available to:

UWA Staff, Students and Visitors.

If you are an undergraduate/coursework student and require IT help, please see the helpful staff in our subject libraries or contact us via AskUWA

Support Unit:

BI&TS Service Desk

How do I get it:

The Service Desk provide support via the following methods:

  • Self Service: by logging into the Service Portal
  • Email: by emailing ithelp-is@uwa.edu.au
  • Telephone: by calling extension 1515 (+61 8 6488 1515, if off-campus) between the business hours of 8:30am and 5:00pm (University working days)
  • By Appointment: The Service Desk may provide support in person, for cases where remote support is not appropriate, however this is only available by appointment, to University Staff with an open ticket.
Support Hours:

Standard University business hours; Monday - Friday, 8:30am - 5:00pm.

Available from:

Both on and off campus

Cost:

There is no charge for this service offering.

Prerequisites:

You must have an active UWA Login ID, and be requesting assistance with BI&TS services that are available to you.

You may also be interested in:

Service Hours

Standard University business hours; Monday - Friday, 8:30am - 5:00pm. Tickets may be lodged at any time via Self-Service or Email. All scheduled maintenance and outage windows will be advised ahead of time.

How do I get it?

The Service Desk provide support via the following methods:

  • Self Service: by logging into the Service Portal
  • Email: by emailing ithelp-is@uwa.edu.au
  • Telephone: by calling extension 1515 (+61 8 6488 1515, if off-campus) between the business hours of 8.30am and 5:00pm (University working days)
  • By Appointment: The Service Desk may provide support in person, for cases where remote support is not appropriate, however this is only available by appointment, to University Staff with an open ticket

Related Information

Commitments

Individual users will:

  • Initiate and maintain all contact with the Service Desk via the self service, email or telephone
  • Arrange an appointment before visiting the BI&TS Service Desk in person, and ensure availability at that time.
  • Respond to requests for information when requested by members of the Service Desk team
  • Always provide your Service Desk ticket reference when contacting the Service Desk via email, telephone or in person
  • Ensure that only one ticket is submitted per request so that duplicates do not end up being created
  • When contacting the Service Desk outside of hours, do so via email or Self Service, unless you are reporting a major outage. Telephone business hours are 8:30am to 5:00pm Monday to Friday
  • Before contacting the Service Desk, check News and Knowledge to see if the there are any news notifications informing you of known issues; or to see if an existing Knowledge article that may aid you in dealing with your issue or service request
  • Respond to notifications that BI&TS believe your ticket to be resolved if you believe that this is not the case
  • Communicate with the Service Desk in a professional and courteous manner

Local support groups will:

  • Act as the first point of contact for issues relating to locally supported services or equipment
  • Ensure tickets contain all appropriate and relevant information prior to escalating to BI&TS
  • Communicate with the Service Desk in a professional and courteous manner

Business Information & Technology Services will:

  • Prioritise your call against other calls in accordance with the Standard Service Level Agreement
  • Manage and provide knowledge and self help services
  • Manage your request through to resolution within agreed service levels
  • Ensure your request is directed to the team who have the expertise required to help resolve your request
  • Provide references to existing self help knowledge as appropriate
  • Communicate with staff in a professional and courteous manner
  • Schedule appointments between the hours of 10:00am to 11:30am and 1:30pm to 3:00pm.

Self Help

 

Business Information and Technology Services

This Page

Last updated:
Tuesday, 11 July, 2017 1:45 PM

http://www.bits.uwa.edu.au/2620836