Knowledge Base - University of Leeds IT

This article describes the IT Service Desk (ST1) service, part of the Service Catalogue, including details on support offering, and how to access the service.

Service Description

Provides a single, customer focused point of contact with IT for staff, students and visitors which offers first level IT support, incident resolution and requests fulfilment.

Contact type	Contact(s)
Key Business Stakeholder(s)	To be confirmed
ELT lead	Head of Service Management and Infrastructure
IT Service Owner(s)	User 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.

ST1.1 – First level IT support advice, guidance and the logging of incidents and service requests via · Self Service Portal – https://it.leeds.ac.uk

Telephone: +44 (0)113 3433333 (extension: 3333)
24/7/365 telephone IT support line
Service Desk

ST1.2 – Stakeholder communications for Major Incidents

ST1.3 – Proactive stakeholder engagement / regular customer and user satisfaction surveys

Service Support Level

The scope of this agreement covers the following;

IT support for University staff, students, partners and visitors using University owned IT equipment to connect to University supported services and facilities.
Provision of the it.leeds.ac.uk self-service portal
Provision of the IT Service Desk on level 10 E.C. Stoner Building offering walk-in support and telephone support during normal opening hours (see Section 7 – Service Hours)
Norman 24/7/365 phone support

This agreement does not include;

Support for non-University systems, services or devices (though limited support may be available on a reasonable endeavours basis for personal devices used by students to access teaching resources)
Individual tuition or instruction beyond the scope of the IT issue presented

Specific services delivered by the Service Desk but which form part of other agreements (e.g LoanIT)

How to request

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

How to access

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

How to use

The IT Service Desk availability is published in KB0012259

Hours of availability and support

The best way to contact IT is via the IT Self Service site (it.leeds.ac.uk) 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.

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

SLAs and OLAs

In review - to be published in due course.