The Service Desk is the main point of contact to the Clinical School Computing Service for all issues. We have several technicians who answer the telephone, email and offer face-to-face support for around 3400 users. We endeavour to fix as many of the issues reported to us at the point of contact, and if we can’t, we will refer them to other CSCS team members.
We do this by logging issues in our support system which is called Ivanti Service Manager. These are referred to as either tickets, incidents or requests. When you report something to us, an email is sent with the ticket number in the subject line, for example: Incident# 1234 or Service Req# 1234. When you contact us, it helps to have this number to hand so that the technician can look up the current status of your job – no matter who is working on it.
We can get quite busy, so if you cannot get through on the phone then log in to our self service portal at https://itsupport.medschl.cam.ac.uk to log a ticket and we will get back to you as quickly as we can. Please provide as much detail as possible – for example what computer or printer you are working on, any error messages, etc.
Our aim is to resolve all issues within 3 working days of the initial contact. Please see our Service Level Targets page for more details about our targets https://confluence.medschl.cam.ac.uk/x/jZ1IAw
If you are struggling with an issue, don’t be hesitate to get in touch! No matter how simple or complex your question is, we can handle everything from how to find a specific setting in Word or Excel to managing a complicated network installation.