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.
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 |
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
ST1.2 – Stakeholder communications for Major Incidents
ST1.3 – Proactive stakeholder engagement / regular customer and user satisfaction surveys
The scope of this agreement covers the following;
This agreement does not include;
Specific services delivered by the Service Desk but which form part of other agreements (e.g LoanIT)
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.
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.
The IT Service Desk availability is published in KB0012259
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
In review - to be published in due course.