UNIVERSITY of GLASGOW

IT Services

IT Services Central Helpdesk

Website
Description of services

For staff: Help with any work-related IT request or problem is available to all staff (although in some Colleges and Schools there is also a local IT help process for local hardware and systems).   Problems or requests will be addressed immediately by the helpdesk team wherever possible; otherwise they will be logged for attention by specialists, and requestors will receive confirmation and progress information by email.  

For Students: A walk-up service staffed by students with appropriate experience, supporting:

  • 1st line support for Services for students provided by IT Services. (note it may be necessary to escalate to 2nd line support)
  • Library and Reading Room PCs and printers for study-related purposes.  
  • Personal laptops having problems connecting to the University network on a 'best endeavour' basis. (It may be possible to help with other study-related laptop problems as time permits, but any changes we make will be expressly at the user's risk.) We are unable to help with hardware issues.

 (Note: Library services including photocopying are supported via the Library Enquiry Desk).

Who can request the services

Any member of staff or any registered student.

How to request a service
Availability

Staff Helpdesk: using Helpdesk Self Service requests or problems can be logged at any time.
Walk-up and telephone hours of service are 09:00 to 17:00 Mon-Fri.

Student helpdesk:  Weekdays from 09:00 to 23:00.
For weekend and vacation support see: www.gla.ac.uk/services/it/aboutus/openinghours
Using Helpdesk Self Service requests or problems can be logged at any time.

Customer Obligation

Please check “Spotlight” at http://www.gla.ac.uk/services/it/helpdesk to see whether your problem is already known and being addressed.  To speed resolution, please try to provide all relevant details, and to respond to requests for further information as promptly as possible. 

Service standards

• Immediate resolution wherever practicable
• Where referred to specialists, acknowledgement of calls within 8 business hours and resolution within 40 business hours in normal circumstances.
• Users’ satisfaction with IT Services as a whole is measured through online surveys on call resolution. Our target is a minimum of 85% satisfaction.

Charges and fees

Centrally funded. No charge to Colleges, Services or students

Service adoption enquiries

College support teams wishing to have their calls managed via the central helpdesk should contact the Helpdesk & Training Manager (w.wright@it.gla.ac.uk).

Customer service issues

Service issues should be raised in the first instance with:

Helpdesk & Training Manager (w.wright@it.gla.ac.uk)
Rm410
James Watt North Building
University of Glasgow
Glasgow G12 8QQ

or subsequently with

Director of IT Services
James Watt North Building
University of Glasgow
G12 8QQ

Further information

http://www.gla.ac.uk/it/helpdesk