Contacting the Support Team
Users can request help from the Support Team - in the first instance log your request via the IT Service Desk - or visiting our office (UG46/142).
Solving your problem
Many of the requests we get are already documented on the SupportWeb pages, or can be solved with a quick search of the Internet.
- Try searching the SupportWeb:
- Try searching the Internet, if you have an error message, copy and paste the message directly in - you might be surprised how often we use this technique to solve problems!:
- Contact us - see below for details on sending requests to ensure you provide enough information
The Support Office (Room UG46) is open between 9:30am and 4:30pm, Monday to Friday. However, we are often called away from our desks and we cannot guarantee that someone will always be available.
Problems with machines
If you find that a machine is not working or has a faulty monitor/keyboard/mouse, please do let us know - we ocasioanally get complaints that a machine has been faulty for a long period of time - this is usually when no-one has let us know about the fault (if we know about the problem, we'll usually leave a note so you know we are aware of the problem).
All our machines should have stickers on the front with a unique name - when reporting a fault, its helpful if you can send the name of the machine and the room in which the machine is located.
Making a Support Requests
All Support Requests are handled via the IT Service Desk, please log all problems and requests via the web-system.
We can no-longer be contacted via email, so please use the web-form to contact us.
Users will receive an e-mail containing the job reference number once their request has been received and logged.
When submitting a support request please remember the following:
- If the problem is related to your Computer Science account or computers in the Computer Science building, please clearly mark this as being the case.
- Log in to the system using your IT Services username and password.
- If its a problem with your Computer Science password then we will require you to come to the support office with your ID card.
- Please do not send or address your request to individual members of the support team.
- A high proportion of the support requests we receive are for problems that can be resolved by the user. Before submitting a request, please try to solve the problem yourself by consulting our Online help, self-help newsgroups/mailing lists and resources available on the web.
- Try to provide us with as much information as possible to help us diagnose and solve your problem. For example:
- The name and location of a faulty workstation or printer
- The machine, operating system and software version number when a program fails to work correctly
- Any error messages printed to the screen
A support request with insufficient information
The same support request providing all the required information