Help us help you: how to support our Service Desk

UIS Service Desk staff are all working from home, which means we're not able to offer face-to-face drop-in sessions. We're also having to prioritise support for critical services and activities. Find out how you can help us to help you in these unprecedented times.

UIS Service Desk staff are all working from home, like many others during the Covid-19 crisis. Unfortunately, this means we're not able to operate our service as usual. For example, to keep our staff and those they may come into contact with safe, we're unable to provide face-to-face drop-in sessions. We're also having to prioritise support for our critical services, as well as the systems and services that support the University's critical activities.

How you can help

You can help us provide you with the most effective service possible during these challenging times.

Please could we ask you to:

• Only contact the UIS service desk for support relating to critical activities
• Use our self-service portal as your primary means of contacting the UIS Service Desk to request access to services and raise issues: www.uis.cam.ac.uk/self-service

• Use email if you're unable to access self-service: servicedesk@uis.cam.ac.uk

• Avoid contacting us by phone, as we're trying to reserve the phone line for users who rely on voice calling due to accessibility needs.

Tell us more

If you're contacting us by email to raise an issue, we'd also appreciate some information that will help us triage your call more efficiently.

Please include in your email:

• A brief description of the issue, including the impact it has on University critical activities
• Relevant screenshots, where appropriate – including error messages if available
• The date/time the issue started and any changes you are aware of since it last worked
• Any remedial action you may have tried already
• Where possible:
• the operating system you're using
• if you use a browser to access the system, which one you're using
• if you have a software issue, which version are you using
• If you're using a managed device, the device name (e.g. WS01010 or PC-LIB-01).

Thank you for your patience

We very much appreciate your patience during these unprecedented times and assure you that we are working hard to provide you with the best support we can.