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IT Service Desk Support

Service Catalogue Category: IT Service Support

IT Service

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Keywords: Service Desk, 1st line, phoneline, chat, walk-up, teaching support      

IT Service Division: Governance | Service Desk

Description

The IT Service Desk is the principal entry point for raising all IT requests and incidents with us. Our analysts will provide you with advice, fault find common issues and escalate matters to specialist IT teams.

The Service Desk offers multiple types of support:

  • Phoneline: You can contact our Service Desk Team via our phone line on 01905 85 7500, 08:30- 17:00 Monday to Friday (excluding bank holidays). During busy periods you may be entered into a queue system. Please rest assured that we will endeavour to answer your call as quickly as possible.
  • Live Chat: Alternatively, you can contact the service desk via our live chat service, which is accessible from our website: www.worc.ac.uk/it This feature has proven popular since its launch as you can have a support query raised whilst continuing to work and make calls. Our analysts can also remote connect to your University device to help resolve problems directly. This service is available 09:00-17:00, Monday to Friday (excluding bank holidays).
  • Walk-up Desks: IT Service also has two walk-up support Desks through which you can request assistance. The first of these is located on the 1st floor of the Peirson Study & Guidance Centre on the St Johns Campus and the second is on Level 3 of The Hive near to City Campus. These desks are open 09:00- 17:00, Monday to Friday (excluding bank holidays).
  • Dedicated Teaching Room Support: We appreciate that when technology doesn’t behave during a lecture or presentation you need a prompt response from us. You can call our helpline 01905 85 7500 from which calls for teaching room support will be prioritised and passed to our dedicated Learning Spaces team for an accelerated response.
  • 3rd Party escalations: Occasionally your enquiry may need to be escalated to a University Team outside of IT Service to fully resolve. This includes the Technology Enhanced Learning Unit in Library Services and the Data Management Unit in Registry Services amongst others. –

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