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- IT Help Desk
- IT service status
- IT account
- IT equipment and software
- Files and storage
- The University network
- E-learning and Exeter Learning Environment
- AV, video conferencing and learning spaces
- Systems, processes and training
- Telephone services
- IT training
- Open access IT facilities
- IT regulations and policy
- Viruses and Malware
- Sustainability
- See how we are performing against SLA
What happens when I contact the IT Help Desk?
When you ring the IT Help Desk your call enters our phone system which efficiently handles multiple incoming calls. If all our staff are busy with other customers your call will be placed in a queue. After a short time you will be offered options to stay on hold, leave voicemail or listen to alternative ways of contacting the service. If you leave voicemail we will call you back as soon as we are free. Otherwise, you can visit us or email the service at your convenience.
If you use the Self Service Portal, the IT Help Desk staff will reply to you by email.
If a query cannot be resolved on first contact and requires specialist knowledge or a site visit, the IT Help Desk will give you a unique call reference for your issue and pass it onto the relevant support team. Please quote this unique call reference in any further communications, otherwise delays may occur in resolving your issue.
In all cases please provide us with the following information to expedite your support:
- Full name
- Full location (room, floor, building, campus)
- Your University IT username
- Contact telephone number
- The nature of your problem
- Your availability (if you are likely to be out of contact)
We allocate a priority number to each call to ensure all IT and audio visual issues and incidents are handled in an appropriate manner and within service levels.
Please note that priority response timeframes apply to standard University working hours, 09:00 – 17:00 Monday – Friday (excluding bank holidays and University closure days)
For full details please see the IT Help Desk Call Priorities documentation.
