Service and Help Desk

Workspace Support Services

This service is to provide mobile and fixed workspace  support to faculty and staff. Support of the Virtual Desktop environments is also included. The service includes incident, problem and change request registration as well as  online and workplace  problem solving, troubleshooting,  installation and configuration for commonly-used software, systems and IT peripherals.


Access to the service


Eligible users

Full-time staff, Part-time staff, Full-time students, Part-time students


Service hours and availability

  • Service available hours: Office hours
  • Service support hours: HelpCentre service hours

Training & resources relevant to the service


Service Requests and Change Requests


Policies relevant to the service


Service level

All service request are classified as level 1 to 4 depending on its impact & urgency.

  • Level 1 – Service Request Resolution Time: 2 days
  • Level 2 – Service Request Resolution Time: 4 days
  • Level 3 – Service Request Resolution Time: 6 days
  • Level 4 – Service Request Resolution Time: N/A

All Incident are classified as level 0 to 4 depending on its impact & urgency.

  • Level 0 – Incident Resolution Time: 4 hours
  • Level 1 – Incident Resolution Time: 1 day
  • Level 2 – Incident Resolution Time: 2 days
  • Level 3 – Incident Resolution Time: 5 days
  • Level 4 – Incident Resolution Time: 10 days

Related Information


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