Service Desk

Service Web Link: http://www.csu.edu.au/division/dit/services/service-desk/

Description: DIT provides a service desk through which all of IT service requests are processed

Details: DIT's service desk responds to service requests and incident requests from staff and students. Where possible incidents and requests are solved at the 'desk' however where necessary these are escalated to appropriate skill groups for resolution.

Service Availability: Service Desk Hours

Support Availability: Service Desk Hours

Service Inquiry Via: Service Desk

Charge for Service: None

Service Documentation: web

Service Status: Current

Service Includes: All logging of requests for services and incidents occurs. Only requests and Incidents relating to the DIT service catalogue are provided. The service desk may in future provide support for IT services for areas (eg., student residences)

Service does not Include: Service requests and incidents relating to non-DIT services. Sales to staff and students. Sale of non-approved technologies.

CSU Owner of Service: CSU

Service Supplied to: Academic Staff, Administrative Staff, Research Staff, Undergraduates, Postgraduates, Prospective Students, Alumni, Associated Bodies,

Service Grades: depends on service, incident and escalation matrix

Resolution Timeframe: Varies depending on request or incident

Feedback: Survey

Training: only for service desk staff or users of LANDesk