skip to primary navigationskip to content
 

Service Desk Privacy Policy

This policy relates to personal data, as defined by the Data Protection Act 1998, held on the Service Desk call logging system.

The Service Desk runs a ticketing system that holds details of each call made to the Service Desk, and the progress made in dealing with it. This includes any email messages sent to or from the recognised Service Desk email addresses. This policy applies to all tickets within the Service Desk system.

The information is used for the following purposes.

  • To track the progress of each call and to ensure that it is dealt with appropriately and in a timely manner.
  • To produce statistical reports for management purposes, such as for the Annual Report of the UIS. Such statistics do not include personal data, but require personal data to be held, e.g. to determine the number of different customers during one year, to identify customers in order to conduct regular surveys for the Information Technology Syndicate.
  • A small minority of call records are useful for dealing with subsequent problems, especially where a member of UIS staff has sent a detailed solution by email, which can then be re-used for a different call. In such cases any personal data from the original call is removed before the data is re-used.

A call record is marked as deleted when it has not been significantly changed for 15 working days. From that date, the data is kept for 18 months and then deleted. Such data may then still exist on dump tapes, but these tapes are re-cycled frequently.

The information is shared, as necessary, with members of UIS staff who deal with Service Desk. It may be shared with departmental or College computing staff where it is appropriate that a problem be so dealt with. Other people may share some of the data where this is clearly appropriate, e.g. where the customer has already involved a third party. Access to the Service Desk database itself is restricted to staff of the UIS.

If it becomes apparent that inaccurate information is held, this data can be corrected by contacting the Service Desk. Data held in some fields forms a timestamped log of information as recorded - such data cannot be considered to inaccurate by virtue of its content, but corrections as to fact can be appended to this log.

Last updated: October 2011

UIS Service Desk


  Phone padded  01223 332999

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

Wireless service maintenance on 13 and 19 November

Nov 12, 2019

The Wireless Service will be subject to interruption between 07:30 and 09:00 on Wednesday 13 and Tuesday 19 November while we carry out essential maintenance.

Windows 7 end-of-life countdown: 2 months to go

Nov 01, 2019

There are only 2 months left until Windows 7 reaches end of life, after which Microsoft will no longer supply security updates and bug fixes for the operating system.

View all news