S1 - All enquiries logged by the IT Help Desk on x2468 will be followed up until any necessary work has been completed to the customer’s satisfaction. The Help Desk is available during core hours. Opening hours are extended accordingly during teaching time.
S2 - The network will be available to users during core hours, other than pre-arranged maintenance.
S3 - Corporate information systems will be available to users during core hours, other than pre-arranged maintenance.
S4 - The student IT laboratories at Stratford will be available to users during core hours. Opening hours are extended accordingly during teaching time.
S5 - AV loan equipment for Duncan House, Stratford and Docklands will be available during core hours.
S6 - IT and AV equipment in poolrooms will be maintained in an operable condition.
S7 - Training for software packages available on the UEL Desktop will be developed and delivered to a published schedule. Training needs are identified from user requirements and analysis of Help Desk calls.
S8 - Telephone operator service will be provided within
core hours.
S9 - Technical support in respect of supported hardware and
software will be provided within five working days of receipt of the user’s
request.
S10 - Installations of new equipment will be effected within
ten working days of receipt of the equipment within IT, or on a date specifically
agreed by the user.
S11 - Software and hardware solutions to meet our requirements
will be identified, developed and implemented within agreed timescales. Each
of these solutions is organised as a project with supporting documentation
and support.
S12 - Regular information and advice on all aspects of IT related services will be provided through the network and other relevant media.
N.B. Core hours are Monday - Friday, 9am-5pm. During teaching time our opening hours are extended until 9pm.
If you would like to make comments on the services provided by IT Services please complete an online feedback form.
© 2009
Contact us:
Tel: 020 8223 2468
Email: servicedesk@uel.ac.uk
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