IT Support for Staff

The Information Services Desk aims to give all members of staff access to all IT Services and expertise by maximising resources and centralising personnel.  In order for this system to work the Service Desk staff will prioritise your job depending on the impact on the University.  These range from Critical-High Impact to little or no impact.  We aim to respond to the majority of jobs within 3 days, however if the problem is more serious and stops University business e.g. the entire network is down, then this will be treated as a high priority.

There are several ways in which to contact the Information Services Desk to log your job. You can:

1. Call us on x1234 for urgent requests.
2. Email us at isd@gcal.ac.uk for standard requests
3. Try the online help section within this website (menu to the left).

When you have logged a job with the Information Service Desk you should automatically be sent an email giving you details of the job reference number and fault description. To make tracking the progress of your job easier, please take note of this number.

When is the Information Service Desk open?

• (9am-5pm)  The Information Service Desk is open between 9am till 5pm – Monday to Friday
• (5pm-9pm) Weekdays - The Information Service Desk can offer a limited service from THE BASE in the Saltire Centre
• (9am-6pm) Weekends  - The Information Service Desk can offer a limited service from THE BASE in the Saltire Centre

Shutdown procedures will commence 15 minutes before closing time on weekdays (8.45pm) and at weekends (5.45pm).

It should be noted that the Service Desk Staff on 1234 cannot give deadlines over the phone as to when a job will be completed as this is outwith their control.  What they can do is add your comments to the job notes which can be read by the appropriate support team dealing with your job.

Last Updated: 27 October, 2008
Edited by: Learning Services Web Team