What is the IDG Service Desk?

The IDG Service Desk provides the initial point of contact between the customer and IDG. The service is accessible via the communication channels listed below.

We aim to resolve as many calls as possible at the time they are logged and where this is not possible, will escalate to the appropriate team as quickly as we can.

How is this service accessed?

For IT service support aimed at staff, students and others using central University IT facilities:

• Telephone: ext 73737 (024 765 73737).
• Email: .
• Self-service: Report an issue.

What functions does this service deliver?

There are two ‘functional’ areas covered by the IDG Service Desk:

• Handling phone calls from customers, either new calls or providing updates to existing calls.
• Dealing with incoming emails and self-service requests.

Customer responsibilities

• To report any urgent/emergency calls via the Service Desk ext 73737 - this can be followed up via email if the issue is complex and needs further explanation or detail.
• To quote the reference number for their call when contacting the Service Desk for a progress update.
• To co-operate with IDG staff with the diagnosis and resolution of calls.
• To respond to further information requests and call closure requests within a timely manner.

Constraints

• This service provides support which is specific to services offered by IDG. It is not a general University wide help desk function.
• There are some services within IDG that provide their own point of contact, in addition to the central IDG Service Desk.