HELPDESKSupportworks
Help desk call management system
Description of service
Supportworks is the IT Helpdesk call management system. It is used throughout the central IT support departments (as well as the Faculties and Departments listed below) to log, track and manage all reported IT faults and service requests through their relevant life-cycles.
It also provides our customers with a web self-service portal where they can log, update and view the status of their open support calls.
In addition to this, Supportworks serves as a searchable knowledgebase, initially for the IT Support community, but this will be opened up to our customers as the body of knowledge grows.
Current users:-
- All Central IT Services
- College of Arts
- College of Medical, Veterinary and Life Sciences
- College of Social Sciences
- College of Science and Engineering (partial adoption)
- Web team
- Learning and Teaching
- Finance system support and development team
Availability
24x7x52 subject to occasional maintenance downtime
Support
- IT Staff request support by raising a call in the system to the “Supportworks Administration” team.
- Users should use Helpdesk self-service where available or call the Central Service Desk on 4800.
Service standards
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 departments (unless external customisation required).
Service adoption enquiries
Helpdesk & Training Manager:
Bill Wright w.wright@it.gla.ac.uk
IT Services Project Manager:
Mark Temple m.temple@it.gla.ac.uk
Customer service issues
Service issues should be raised in the first instance with
Bill Wright
E: w.wright@it.gla.ac.uk
Tel: 0141 330 4827
Further Information
http://www.gla.ac.uk/services/it/foritsupportstaff/supportworks/