Service Desk Help System

We continue to develop our IT Service Desk system. Below details some of the features and recent changes.

Not only have we upgraded the software to enable new features but it is also now available off campus and so can be logged onto via on any internet enabled device.

We are also developing our FAQs as part of the Service Desk that address some of the more common questions asked of the Service Desk. When logging on you will see the icon for FAQs at the top of the page.

Also when selecting the categories that your request/incident relates to the Service Desk will automatically bring up FAQ suggestions on the right of the page to help you.

You may have also noticed that some of the categories users are required to select when logging a call have changed. This is to ensure that the categories in the Service Desk match our Information Technology & Systems Service Catalogue (coming soon) which will detail all the services we offer.

This is important for us to be able to link the requests and incidents logged via the Service Desk to the services we provide to ensure we can meet the strategic aims of Institution and develop an effective service to Staff and Students.

Please see further details on what the categories mean and examples of tickets logged under them.

Categories Description
User Account Management

Enabling users to log in and use the University's computers and IT facilities.

This covers management of Student/Staff accounts and so requests to create Staff accounts and reset Staff/Student Passwords would fall under this.
Student Information Systems

Providing the tools for the management and administration of student records and related information.

Any requests or incidents with regards to SITS or Regweb for example would fall under this service group.
Business Information Systems

Supporting key institution Business systems.

This would cover any requests or incidents for some of TSDs key systems such as Finance (BluQube), Accommodation (Kinetics), Timetabling (Celcat) or the University Website system.
User Computing Environment

Providing users with secure and efficient computer hardware and software as well as practical help and support from trained and experienced IT support staff.

Queries regarding desktop PC/Mac support queries such as installing softwareupgrading hardware or dealing with a problem with your IT equipment.
Communications and Collaboration

Allowing Students and Staff with facility to keep in touch and collaborate on and off campus.

This will cover things such as any Email queriesVideo Conferencing or Telephone systems.
Media Centre Services

Practical help and support from trained and experienced AV support staff.

This would cover Media Centre services such as Lecture CaptureDVD Duplication or Filming/Editing.
Learning, Teaching and Assessment

Helping to support student learning in teaching rooms and beyond.

Here this would cover Moodleonline assignment submissionsAthens technical queries and also the Library management system support.
Purchasing and Disposal of IT Equipment

Advising staff and students on the best software and hardware to meet their needs.

This covers any requests to dispose of computer equipment or the purchasing of new IT equipment.
Network and Infrastructure

Connecting computers and mobile devices to share resources and information securely.

This category covers the TSD network, so tickets regarding Wireless and Wired networksInternet connectivityFile Backup and restore and Network security are examples.
Management Information & Reporting

Providing the University with detailed management information and reporting functionality.

All data requests such as FOI requestsStatutory reports or Internal reporting should be put in this category.

If you find yourself still unsure of what to select then please do not worry, select what you think is most appropriate and if not correct we will update when an Information Services member of staff actions the ticket.

Another new feature of the Service Desk is the ability to conduct Surveys. We have implemented a simple survey to get feedback in order to improve the service we offer. The survey will randomly pick staff or students using the Service Desk who have recently had a ticket closed. Users will be asked 3 simple questions via a link in an email sent once the ticket is completed.

We would appreciate any feedback given and would encourage users to take the time to complete the survey to help us improve our services.

Sometimes technical folk can use terms that normal people don’t immediately understand. To help perhaps understand some of the communications that may be used through the IT Service Desk system we have created the following table of commonly used terminology in our Service Desk.

Term Definition
Contact Can mean a telephone call, email or personal visit
Customer The business supported by UWTSD Service Desk
Information Technology & Systems Information Technology & Systems (consists of IT, IS and Service Delivery teams)
IS Team Information Systems team
IT Team Information Technology team
IT Service Desk The IT Service Desk is the ticket management system used to log IT requests and incidents. The software used is actually called Web Help Desk but is referred to as the IT Service Desk system
SD Team Service Delivery Team
StudentView Online system used by Students to initially setup and check progress of their IT accounts but can also be used for current students to change their password, change their email domain from English to Welsh or vote in Student Union elections.
Ticket The information held within the Service Desk software that details any incident or requests. The ticket contains details of the incident or request as well as details of the user.
User The customer who contacts the Service Desk or who is or may be affected by the issues being actioned by the Service Desk
UWTSD University of Wales Trinity Saint David
VLE Virtual Learning Environment