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IT Service Standards

Our Service Standards are listed below. We welcome comments and want to know how services can be improved, so feel free to contact us and give us feedback.

  • All enquiries logged by the IT Service Desk on extension 2468 will be followed up until any necessary work has been completed to the customer’s satisfaction. The Service Desk is available during core hours. Opening hours are extended accordingly during teaching time
  • The network will be available to users during core hours, other than during pre-arranged maintenance
  • Corporate information systems will be available to users during core hours, other than during pre-arranged maintenance
  • The student IT laboratories at Stratford will be available to users during core hours. Opening hours are extended accordingly during teaching time
  • AV loan equipment for Duncan House, Stratford and Docklands will be available during core hours
  • IT and AV equipment in poolrooms will be maintained in an operable condition
  • 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 Service Desk calls
  • Telephone operator service will be provided within core hours
  • Technical support in respect of supported hardware and software will be provided within five working days of receipt of the user’s request
  • 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
  • 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
  • Regular information and advice on all aspects of IT-related services will be provided through the network and other relevant media.

Note that core opening hours are Mon-Fri 9am-5pm. During semesters weekday opening hours are extended until 9pm. Our telephone Service Desk is available 24 -7, 365 days a year.

You can also read about Our Aim's and Values

 

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