IT Helpdesk and self-serve portal FAQs
The IT Helpdesk is a new 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 Student Information Desk (SID) 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.
SID contact details
0300 555 0444 (UK)
+441392 724724 (International)
Extension 4724 (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 SID on 4724 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 4724 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 4724 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 4724 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! Go to the IT Helpdesk Feedback Form and follow the instructions.
We understand that our customers will want to complain from time to time. Use this complaints form to discuss problems you have had.
This is the first release of the self-serve portal. It will provide basic functionality to help us reduce the risk of IT service disruption, increase resolution times and visibility, improve prioritisation of faults and requests and, provide better reporting. Later releases will see further improvements to the triage and prioritisation, a service catalogue, enablement of iExeter and functionality for staff to track their request or fault… and more.
No, Students will still raise queries with SID for University of Exeter IT issues.
The IT Helpdesk 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 firstname.lastname@example.org 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 Helpdesk 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 Skype for Business.
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.