You may have noticed that it is sometimes difficult to reach the Service Desk on the phone. The volume of phone calls has increased significantly over the past 12 months, reducing our ability to respond to all incoming calls.  Many people simply keep on dialling in the hopes that a technician comes free, and others leave voice messages and wait for a callback.

In order to give you more options, we are moving over to a different type of phone system that puts callers on hold until a technician comes free.  You will have the option of waiting on hold for help, or leaving a voice message, eliminating any need to call us back.  We will also have much enhanced reporting ability allowing us to make better use of Service Desk staff.  Additionally, we will now be able to broadcast outage information so that if you call during a major outage you are notified straight off of the problem.

The new system will go live on 1 July.