Skip navigation to main content
Service Desk
Service Desk is part of the End User Services Set.
|
What is it
|
Service Desk provides support and advice for staff and students for all general technology problems encountered while using the University’s hardware, systems or supported core software as defined at: http://www.une.edu.au/it-services/staff/software/.
The Service Desk also supports the UNEOnline environment for staff and students and offers a dedictate staff support line for the VLE systems (Blackboard, Sakai, Esubmission)
|
|
What is included
|
Technology:
Job Tracking via RightNow, Ask UNE
Activities:
- Phone, email and in person support for all users of UNE’s IT systems from the IT Service Desk and the Service Desk at the Dixson Library
- Escalation of queries to specialised support teams and/or outsourced ‘on-site’ desktop support providers.
- Provision of documentation and other support materials.
- Self help services at Ask UNE
|
|
How is it charged
|
Unit Type (primary cost driver) |
Unit Rate |
|
Available to University Staff and Enrolled Students
|
Centrally Funded
|
|
How cost can be
influenced/IT Initiatives
|
- Use of the standard desktop hardware offerings.
- Use of the standard operating environment.
- Use of approved (standard) mobile devices.
- Use of the supported software and versions of software defined at: http://www.une.edu.au/it-services/staff/software/
- Membership of the UNE domain.
- Use of standardised printing services available on UNE Print and standard MFDs.
- Provision of as much information as possible when logging requests for assistance. Error messages, screen shots etc will assist in improving resolution times.
|
|
Service Conditions, Support,
and Availability
|
|
