Got an IT problem?
All IT problems, whether technical problems with the functioning of equipment or software problems, should be reported to the IT Services Help Desk. This can be done
- in person
- by ringing the Help Desk on ext. 7555 - phones are available in all computer areas of the Rutherford Building (RB), or
- by sending an e-mail message to helpdesk.
When reporting a problem, please be ready to provide the following information:
- Who you are (including username and department, but not your password)
- Which machine you are working at - in the RB, there is a number on each computer position, in departments there is a number on the computer itself
- Which software you are using (if relevant)
- The symptoms of the problem and your actions preceding it
- Any error message which appears on the screen - remember to write it down exactly.
If the users of IT Services machines keep the Help Desk promptly informed of any suspected hardware or software problems, this helps IT Services to keep these facilities operating as efficiently as possible and minimise disruption to users.
All users are requested not simply to abandon a machine that has ceased to work correctly and move on to another machine without informing the Help Desk - this takes a computer out of use and makes any problems harder to solve.
Help Desk staff will try to deal with problems over the telephone, or if this proves impossible, they will enter the problem in to an Action Report database for the IT Technicians, network staff or other departmental specialists to deal with the matter as soon as possible. You will be informed by e-mail when a Technician accepts your job and in most cases you will also receive updates relating to the nature of the action taken.
If you have any follow-up queries on a report, the database is accessible by the Help Desk staff who can check on the progress of the job.
If you experience any problems with the response you obtain, then please e-mail Rach Johnson (Technicians) or Dave Riddle (Help Desk)