Service Definition

Service Description

To provide first point of contact support and advice on all IT services via telephone, email, online and face-to-face support.

Features

Support and advice on all aspects of IT offered by the IT Service, including:

  • Desktop applications and operating systems
  • Corporate databases
  • Password resets and account issues
  • Web services and applications
  • Virtual Learning Environments
  • Connection to University network
  • Security and virus protection
  • Provision of information regarding service interruptions and planned maintenance downtime

Users

  • Staff
  • Students
  • Prospective students
  • Guests of the University 

Service Hours

Our service hours are available here.

Level of Service

  • All customer contacts will be recorded in our service management system
  • Frontline teams will aim to resolve the issue at first point of contact
  • Callers contacting us outside of 08:00-17:00, Monday to Friday may receive a reduced level of service (for example, staff passwords cannot be reset outside of usual University business hours)

Support and Documentation

A great deal of help and advice is also available on the IT Service website at http://www.ncl.ac.uk/itservice/

All incidents will be handled according to the Incident Management and Major Incident Management processes.

Request Process

All requests relating to this service will be handled according to the Request Fulfilment process.

User Responsibility

Customers should refer to appropriate documentation for self help before contacting us.

On making contact, all customers should be prepared to provide relevant contact details (including University login ID) and enough level of detail of the issue to allow diagnosis and resolution.

Costs

N/A

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