'It's broken' versus 'I need something', an easier way of getting IT support, September 2016

Posted in: Computing Services, Service Desk

We are introducing a cleaner look to the online tool which you use to send and track requests for IT help and support.  You will initially choose between two options. Think, 'it's broken' versus 'I need something'. You will then click through and route your request to the right team.  You will see the new design when you submit your IT enquiry after Wednesday, 7 September 2016.

Submitting an IT support enquiry online after Wednesday, 7 September 2016

We want to make the process of reporting faults or requesting services via the Self-Service Portal as easy as possible for you to use.   First, you make a choice.

Your choice

'Report a fault' - use this when your IT is broken.  You will be able to choose between IT specific faults and teaching room faults.  Examples include a projector not working in a teaching room or a broken printer.

'New Requirement' - use this when you need or want something to help you improve the IT you are using at work.  Examples include booking support with a learning and teaching room, getting more storage or needing new toner.

Additional changes that will help you get the IT support you need

My requests – you can review your open requests and it will eventually include statistics on how we manage tickets.

TOPdesk app - you can download an app to your Android or iOS phone which will allow you to submit IT support requests.

Service Disruptions window - you will be able to view known problems that are affecting customers.  You will be able to add yourself to this if you are being affected by the issue and it will help us and you know the impact of the issue.  This will also help us solve it faster.

Why we are making these changes

We want to make it easier for you to get the IT support you need.  That is why we are introducing a more straightforward choice and additional features like better My requests tracking and a TOPdesk app.

We will continue to improve our support to you with new self-help documentation, a service catalogue to allow you to access the right services and listening to feedback gathered from surveys within TOPdesk and other feedback.

We look forward to hearing from you.

 

New look to Self Service IT support portal
A representation of the new Self Service IT support portal

 

Posted in: Computing Services, Service Desk

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