Updates

IT Service Desk

3 Feb 2020

The IT Service Desk handle a wealth of queries and help solve your IT problems. In 2018/19 the Service Desk logged almost 18,000 calls which included request for services and IT incidents.

Our Service Desk

The IT Service Desk handle a wealth of queries and help solve your IT problems. In 2018/19 the Service Desk logged almost 18,000 calls which included request for services and IT incidents. 

Did you know…

Over 4,000 self-service calls were logged last year. You can check the status of your call and log new ones 24/7 online at https://servicedesk.ucc.ie

Feedback

We would welcome any feedback you would like to share on our service, please email helpdeskfeedback@ucc.ie 

The numbers

  • 17,991 calls logged by IT Services last year
  • 4008 self-service calls logged by UCC staff on servicedesk.ucc.ie 
  • 15 student staff working on the IT Service Desk

Top 5 Requests

These are the top five service requests handled by the IT Service Desk last year.

Similar to most IT Service desks, password reset is the #1 call category. We hope to reduce this number significantly in the coming months as we launch a new self service password reset tool on Office 365. This service can be used when you have forgotten your password, your password has expired or you wish to change your current password. 

Top 5 Incidents

When a service, software application, piece of hardware or component of the network is not working correctly or not at all - we refer to this as an incident. These are the top five incidents handled by the IT Service desk last year.

We aim to resolve any incident logged as soon as possible. If we cannot resolve the call on the service desk we will escalate it to the relevant technical team in IT Services for further investigation and troubleshooting.

 

IT Services Department

Seirbhísí TF

Room 3.34, 3rd floor, T12 YN60

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