IT help and advice
Welcome to the IT Service Desk
- What is the IT Service Desk?
- How to contact the IT Service Desk
- IT Service Desk availability
- Call resolution
- How calls are prioritised
- Call progression
- Call closure
- Call escalation
What is the IT Service Desk?
The IT Service Desk is first point of contact for the support of IT services. The IT Service Desk handles all queries from customers, including fault reports, assistance with services, or suggestions for change and enhancements to IT services.
All your calls will be logged, prioritised and responded to in a timely and customer focussed manner. We will be able to deal with many calls immediately, whilst others may be referred to specialist groups for further investigation and resolution.
In all cases, you will be informed and updated as your query progresses and you will be notified of call closure.
How to contact the IT Service Desk
You can contact the IT Service Desk by telephone, email, or in person.
To contact by telephone: +44 (0)29 208 74487
To contact by email: insrvConnect@cardiff.ac.uk
You can also fill in an online Help Request Form
The IT Service Desk may be visited in person from 09:00 to 17:00 during normal University working days.
We are located at:
40/41 Park Place
Cardiff CF10 3BB
IT Service Desk availability
The IT Service Desk is staffed from 08:00 to 17:00 hours, Monday to Friday (normal University working days).
We are committed to answering telephone calls within six rings, but during periods of high demand, there will be an answer phone service. Telephone messages will be checked and logged within one hour of the message being left.
From 17:00 to 22:00 there is a reduced telephone support service. Messages left outside of working hours will be answered as soon as possible on the next working day.
Emails sent to the IT Service Desk will be responded to within one hour during core hours. Emails sent to the IT Service Desk outside of core hours may not be responded to until the next working day.
Please note that core working hours may vary with other Information Services technical teams.
We are committed to resolving 70% of calls at the first point of contact. Calls that are not immediately resolved will be passed to the relevant service team and you will be informed of this. You will also receive call progress reports at regular intervals. Any enhancement suggestions will be considered by the relevant service teams for future implementation. You will be informed of the outcome of your suggestion when a decision is reached.
How calls are prioritised
All calls made to the IT Service Desk will be allocated a priority. This priority will determine how quickly you can expect your call to be actioned and resolved.
If you have additional information that may affect the priority of your call, this will be considered along with the impact level of your call.
Once the priority of your call is determined, you will be informed of the maximum time you can expect to wait for your call to be actioned. The target time frames for each of our priorities is defined in the priority matrix.
Please see our service priority matrix for further information.
If your call is not resolved at first point of contact, you will be advised of the progression of your call until it is resolved and closed. This may be via email or by regular telephone contact as appropriate to the call. We will attempt to telephone three times and if unsuccessful in reaching you, we will rely on email to inform you of call closure.
Please see our service commitments for further information regarding call progression.
When your call is closed you will receive an email containing your call resolution details.
If, for any reason, you are not satisfied with the service you have received you should ask the IT Service Desk to escalate your call to the IT Service Desk Manager who will then deal with your concerns as a priority. If the issue warrants further escalation, the matter will then be referred on to the Assistant Director of University IT for urgent attention.