The Service Desk is the main point of contact to the Clinical School Computing Service for all issues. We have five technicians who answer the telephone, email and offer face-to-face support for around 2600 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 LANDesk. 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 Number i1234 or Request Number r1234. 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 email us at email@example.com and we will log your ticket and 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.
If you are struggling with an issue, don’t be hesitate to call us! 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.