This article describes the Telephony Service (CO2), part of the Service Catalogue, including details on support offering, and how to access the service.

Service Description

Provision of telephony services for the University of Leeds including campus extensions, handsets and voicemail, switchboard services

Contact type Contact(s) 
Key Business Stakeholder(s) To be confirmed
ELT lead Head of Service Management and Infrastructure
IT Service Owner(s) Network Services Manager
IT Service Manager(s) 
Business Relationship Manager (BRM)KB0012310 Business Relationship Management

Standard Service offering

What IT delivers from a user perspective. IT is supporting the following business services.

CO2.1 - University telephone extensions (analogue, digital and VoIP)

CO2.2 - Telephone handsets and headsets

CO2.3 - Voicemail service (incorporating E-mail/web access)

CO2.4 - Halls of residence telephony services

CO2.5 - Customer contact centre services for University IT Service Desks

CO2.6 - Consultancy and support for campus building projects and management of 3rd party providers

CO2.7 - Major event support for key University events and conferences

Service Support Level

Level 1 Service - Business critical services essential to business operation, requiring a primary, secondary and tertiary contacts in application support as a minimum. IT Manager assigned.

Level 2 Service - Business operational services contributing to efficient business operation requiring a primary and secondary contact in application support as a minimum. (Infrastructure support (configuration, database, servers). IT Manager assigned (optional).

Level 3 Service – does not have any 2nd line support and will be a best endeavours approach only. Also includes any automated self-service, self-help solutions. May not have an IT Managers assigned.

How to request

Please contact your Telephone Liaison Officer (TLO) in the first instance. If you do not have a TLO then please contact the IT Service Desk for information or via the self Service portal to make that initial request describing your requirements. You may also contact your Business Relationship Manager (BRM) who will be able to discuss your initial requirements and guide you to the appropriate resources. 

How to access

This service is accessible to all University staff, students and visitors - please use the self-service portal or contact IT Service Desk for more information.

Information about available training and online resources can be found at

See the knowledge base articles related to the email service on the IT website at 

How to use

See the knowledge base articles related to the email service on the IT website at 

Hours of availability and support

The best way to contact IT is via the IT Self Service site ( or in person (level 10 EC Stoner).

First level support is via the IT Service Desk - The IT Service Desk availability is published in the knowledge base article KB0012259. See related articles section.


The hours that customers can expect the service to be available and its scales, impact and priority for the business.

Service hours

The hours when the service is expected to be available for use.

Supported hours

The hours when service support is available.

Second level support will be available 09:00-17:00 Mon – Fri

SLAs and OLAs

In review - to be published in due course.