IT Help Desk is becoming the IT Service Desk

From Wednesday 25 February look out for changes to the emails you receive from the IT Help Desk –they’ll now come from the IT Service Desk instead.

As part of its continual service improvement the IT Help Desk is moving to a new system called ServiceNow. 

When is this happening and who will be affected?

The new system will be introduced in phases, starting with services that are supported by HEAT, the current fault-tracking system used by IT teams.  These include IT Help Desk, IT teams that were formerly ISS, the Portal, Student Systems and some Library teams.  The first phase will start on 25 February 2015.  All users who log a call with the IT Help Desk will receive a reply email in a new format.

What will happen during the first phase?

The emails ServiceNow generates when you log a fault or IT request will look a little different: hopefully you’ll find them clearer and more informative.  When you contact the IT Service Desk, you’ll get an email with a reference number in the subject line. The reference number will start with three or four letters which identify the type of action required (eg INC=incident – something isn’t working).  For example:


Please remember, if you email the IT Service Desk from a non-University account, include your University username and email address so your call can be logged straight away.

If you already have a call open on 25 February it will continue to be processed by the old system until it is closed.

This is the first in a number of changes which will improve the way the IT Service Desk communicates with you and the quality of information you receive from the Service Desk.

Coming soon – a new location for the IT Service Desk

Around Easter the IT Service Desk will move to its new location on Red Route (Level 10 EC Stoner Building, near the Maths Coffee bar). Look out for more information about this over the next few months.

If you have any questions about the change or are unsure if an email you have received has come from us, please contact the IT Help Desk (33333). From 25 February you’ll be able to email, but the old IT Help Desk address will also continue to work.

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