The new helpdesk launches on 2 September

Your new IT Helpdesk is live

The University has gone live with a new IT Helpdesk and self-serve portal for University staff, from Monday 2 September.

All requests or faults are now being triaged, investigated and resolved by the new IT Helpdesk meaning that you no longer need to log an enquiry with SID.

What’s different?

  • 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.

What’s the same?

  • The hours of service are still 9:00 to 17:00. Out of hours support also remains unchanged
  • The range of services provided by Exeter IT remain the same
  • Students will still raise queries with SID for University of Exeter IT issues.

What’s coming later?

  • Improved prioritisation of faults
  • A service catalogue for you to order new software or hardware
  • Increased visibility. You will be able to track the status of their request or fault
  • We’re introducing a self-serve knowledge bank so that you will be able to search for simple resolutions before raising a fault
  • You will be able to access the self-serve portal via the iExeter app.

 The new self-service portal is available online and by searching IT Helpdesk on the webpage.

 If you have any questions, please check out the FAQ page.

Date: 29 August 2019

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