The Information Systems and Support team’s new Service Desk portal has gone live! It provides students and colleagues with a user-friendly portal, making it easier to report incidents or request IT services.
This new service is easier and quicker to use, and has been fine-tuned following testing and feedback sessions with volunteers.
You can use the same web address as the old Service Desk tool, so there’s no need to change your bookmark. Once you log in, you can use the new, simplified portal’s search bar to look for self-service help articles. You’ll also be able to click on one of three buttons to:
- Browse help articles (self-service solutions)
- Report an Issue (request help or report a problem)
- Request a Service (things you need ISS to do for you, e.g. access requests)
Where do I find my outstanding service tickets logged before today?
As a part of a move over to the new system, we’ll be closing off access to the old one, but want you to have access to any issues or requests you logged with the Service Desk recently.
ISS will work through the ‘old system’ tickets in two phases:
- Phase 1: ISS will be sending out via email a unique URL for each ticket that was raised or actioned since 1 December 2021. The URL will give ongoing access to the old system for that ticket, and we'll continue to support your request using our old Service Desk system until your request or incident has been resolved.
- Phase 2: later this month, we’ll send out a notification about older tickets (November 2021 or earlier). This email will ask if the ticket can be closed or requires further action.
What happens if I've bookmarked a self-service document in the old system?
Unfortunately, the update to the system means it won’t be possible to retrieve a help document you’ve bookmarked in the past. We apologise for any inconvenience this may cause. However, you’ll still be able to find all of our current help documents via the new portal’s search bar.
How do I find self-service articles in the new portal?
The new portal has a convenient search bar, which will make suggestions as you type your query or the topic you’d like more information about. All articles have been tagged with common key words for the subject. Our library of self-service documents will continue to expand as we add new topics.
You may find you're offered several results for a generic term like 'print' or 'Microsoft'. However, if you can't find what you're looking for, please contact the Service Desk.
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