Your new IT Helpdesk is live

All requests or faults are now being triaged, investigated and resolved by the new IT Helpdesk meaning that you no longer need to log an enquiry with SID.

What’s different?

• You now raise a request or fault via the self-serve portal
• There is a new dedicated team of specialists ready to provide help, guidance and advice when something isn’t working as expected or you need something new
• Quicker resolution times. For your everyday queries, resolution times reduced from weeks to days
• We’ll triage your faults to ensure that the most critical get the attention they need.

What’s the same?

• The hours of service are still 9:00 to 17:00. Out of hours support also remains unchanged
• The range of services provided by Exeter IT remain the same
• Students will still raise queries with SID for University of Exeter IT issues.

What’s coming later?

• Improved prioritisation of faults
• A service catalogue for you to order new software or hardware
• Increased visibility. You will be able to track the status of their request or fault
• We’re introducing a self-serve knowledge bank so that you will be able to search for simple resolutions before raising a fault
• You will be able to access the self-serve portal via the iExeter app.

 The new self-service portal is available online and by searching IT Helpdesk on the webpage.

 If you have any questions, please check out the FAQ page.