skip to primary navigationskip to content
 

Help us help you: how to support our Service Desk

last modified Apr 16, 2020 09:13 AM
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:
  • 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.

UIS Service Status

Phone padded  Service status line: (01223) 463085
Website  Sign up for SMS/email status alerts
Website  Read major IT incident reports

UIS bITe-size bulletin


A regular newsletter aimed at the University's IT community, highlighting service and project news from UIS.

Sign up >  |  Back issues

RSS Feed Latest news

Panopto maintenance at midnight tonight (00:00 on Thursday 8 October)

Oct 07, 2020

The Panopto Lecture Capture Cloud service will be undergoing maintenance on Thursday 8 October 2020 from 00:00 (midnight tonight) and will be unavailable for up to 3 hours.

GBN network joins up to plant protection

Sep 30, 2020

The University's data network, the Granta Backbone Network (GBN), has joined up to the plant protection provider LinesearchBeforeUDig. This will add an extra level of protection to our essential core infrastructure at this critical time for the University.

View all news