Published: 30 July 2015

Launch of new self-service portal for IT support

Computing Services have launched a new system to receive requests for support and specific IT services.

Students can now use a self-service portal to search for answers to some of the more frequently asked questions – making it much easier to find a solution without needing to ask for help.

Online requests

The portal can be used to submit help requests online and keep track of progress as Computing Services works to resolve the issue. The CSD Service Desk can be contacted by telephone, using online chat, or visiting in person.

The new system can also be used by staff to request various items such as University mobile phones provided in partnership with Vodafone. The range of services available to request through the self-service portal will continue to expand and will include, for example, requests for equipment provided through the PC Scheme and for access to key business systems such as Agresso.

John Cartwright, Director of Computing Services, said: “Computing Services works to continuously improve the service that we provide. The new self-service portal will offer a more effective and convenient means for students to request the IT support that they require and the service that we provide will be more responsive as a result.”

This initiative is part of a planned programme to develop Computing Services’ operations in line with the industry standard framework known as Information Technology Infrastructure Library (ITIL). ITIL champions best practice for improving IT services and is the most widely accepted approach to IT Service Management.

Students can access the portal here: http://servicedesk.liverpool.ac.uk

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