IT Service Desk and self-serve portal FAQs
The IT Service Desk is a dedicated team of specialists with Exeter IT who are ready to provide help, guidance and advice when you raise a request or fault.
You will need to log problem with the IT Service Desk by phone or in person to check you account is not locked or to reset your password. Alternatively, you can ask a colleague to raise an incident for you.
IT Service Desk contact details
+44 (0) 1392 72 5050 (International)
Extension 5050 (Staff)
We know that sometimes issues can prevent you from working and raising a job using the self-service portal, therefore Exeter IT have developed a Business Critical Support process.
If you’re unable to work or have a time critical issue that requires support today, please call +44 (0) 1392 72 5050 and follow the automated options. For all other non-urgent issues or requests please continue to use the self-service online portal.
If you cannot work as your PC or laptop is faulty and you do not have access to an alternative device, that's a Business Critical issue and you should call 5050 and follow the automated options.
If you have a new starter and they don't have an IT account, or access to a PC or laptop, that's a Business Critical issue and you should call 5050 and follow the automated options.
If you need access to an IT service today, and not having that access will impact a University event or teaching, that's a Business Critical issue and you should call 5050 and follow the automated options.
For all other non-urgent issues or requests please continue to use the self-service online portal.
We welcome your feedback. Please email our address ITHelpdeskTeamlead@exeter.ac.uk to provide your feedback or follow our standard process for escalating enquiries.
We understand that our customers will want to complain from time to time. Please email us via ITHelpdeskTeamLead@exeter.ac.uk to discuss problems you have had.
Using our new IT Service Desk portal, you'll be able to see who is dealing with your request, and more easily manage their service tickets.
The new portal will also improve the management information Exeter IT and senior managers can see. This will significantly help us manage our IT estate and is a huge improvement on our existing situation.
Yes, student IT requests and incidents should also be sent to the IT Service Desk.
The IT Service Desk is run by Exeter IT.
- You now raise a request or fault via the self-serve portal.
- There is a new dedicated team of specialists ready to provide help, guidance and advice when something isn’t working as expected or you need something new.
- Quicker resolution times. For your everyday queries, resolution times reduced from weeks to days.
- We’ll triage your faults to ensure that the most critical get the attention they need.
- We’ll either resolve your query or contact you to arrange the next steps for resolution.
After a call has been logged, you will receive an email from email@example.com with your reference number.
To see the latest on your IT problem or request, go to http://www.exeter.ac.uk/ithelpdesk, select Track My Call, enter in the reference number you have received.
The IT Service Desk Team are committed to responding to every call raised within 3 business days and we will provide regular updates.
If we need more information to resolve your problem or request, we will contact you either via phone, email or Teams.
If we resolve your problem or request, we will close down your call straight away.
After offering a solution to your problem or request however, requesting your confirmation of a fix, we will chase for updates a maximum of three times before closing your call.
If we need more information to resolve your problem or request, we will chase for updates a maximum of three times before closing your call.
A problem or request will be chased approx. every three working days before it is closed.
If there is no reply after the third chase, your problem or request will be closed.
Go to the Information Governance Webpage - http://www.exeter.ac.uk/ig/ and select report a data security breach/incident.
Yes, in a later release there will be expanded knowledge base for self-help.
The delivery of phase 2 is still to be confirmed. In that, or later releases, we expect to see these enhancements:
- Improved prioritisation of faults.
- Service catalogue… xxxx
- Increased visibility. You will be able to track the status of their request or fault.
- Introduction of a self-serve knowledge bank so that you will be able to search for simple resolutions before raising a fault.
- Access to the self-serve portal via the iExeter app.