User Support & Helpdesk

Created by admin on Mon, 08/08/2011 - 09:19.

Aim

The College aims to provide relevant contact points and user support procedures for staff and students wishing to use the computing facilities provided by LSC. The helpdesk provides a helpful first point of contact for all general queries. For full details of the support provided please refer to the relevant sections of this document.

Service Description

The functions of Help Desk are:

  • To answer or pass on queries on the facilities and services supported by LSC. Queries can be made by the web (http://support.lifesci.dundee.ac.uk), by e-mail (support@lifesci.dundee.ac.uk), by telephone (84249) or in person.
  • The help desk team provide telephone support 9am to 5pm Monday to Friday. (This assumes full complement of staff). For personal callers, this support is based in WTB room 1L2-113 from 9am to 5pm Monday to Friday.
    • Emergency Number details: the WTB reception desk (85828) may be able to route your enquiry to a member of the team; otherwise you can call the Crisis Line at 07092 189352.
  • A Help Desk Management System is available and all calls will normally be logged and the user will be informed of the call log number. Any such logged query will be escalated to the appropriate technical support team. Experience of the type of queries received is used by LSC to identify problem areas, provide an indication of required training courses, etc.
  • Priority is given to calls logged correctly using the web form at: http://support.lifesci.dundee.ac.uk.
  • Initial sessions with Help Desk staff are limited to around 10 minutes to prevent queues forming. Users needing longer sessions or wanting advice from a specific member of the support team are expected to make an appointment.

User Responsibilities

  • Users requesting help are expected to have read any relevant documentation and notices (http://support.lifesci.dundee.ac.uk/news).
  • Users are expected to quote the provided log number when following up on an existing query.

Service Targets

  • Queries on software will be answered according to their support level (see the section on Software Support).
  • Queries not dealt with immediately and messages for LSC staff will be referred to the appropriate member of staff as soon as possible. If the member of staff is unlikely to be available within three normal working hours (due to higher priority LSC tasks such as server support, network support, or due to leave, sickness, or part-time working) the user will be advised of this.