New Service Desk Incident Forms

Service Desk

[06 May 2014]

New self service forms have been implemented for staff and students to raise incidents using the Service Desk system (TOPdesk).

The one form has been redesigned to meet the needs of the various teams using the Service Desk System to capture the relevant information to ensure issues can be dealt with as efficiently as possible.

The idea is that each team will point to their specific form tailored to their service.

The new IT incident form now allows you to

  • select your own priority rating
  • submit a request on behalf of someone else
  • easily edit contact details
  • request that the ticket be assigned to a particular team or  individual if you have already been in discussion with them on the matter
  • Provide information on the best time to be contacted

To help us speed up resolving requests we also ask for details such as:

  • The relevant Service Tag number of the any hardware at fault
  • A brief description of the problem
  • Details of the request - including error messages

At the bottom of the form we also provide information on recently used computers (including their Service Tag number) to help you complete the information as easily as possible.