IT Service Desk
The IT Service Desk delivers a pro-active front-line support service for all students and staff at Falmouth University and University of Exeter, Cornwall Campus.
Call us on 01326 213822
Email us at firstname.lastname@example.org
Visit our online self-service facility.
How to log a call
All IT service requests are logged onto our new IT Service Management tool - Easy Vista.
When contacting the Service Desk, please provide your full contact details including your room number / office location, the asset number of your computer, as well as a full description of the fault and details of any error messages that you receive. Your asset number is printed on a white sticker attached to your computer with the University logo and a barcode on it. When you log a call, you will receive a confirmation email which includes your unique call reference number. Please quote this number when contacting the Service Desk, as this will provide you with a faster response.
The Service Desk uses a centralised queuing system. At certain times the Service Desk does get extremely busy. Although we always strive to provide the best support possible for all students and staff, during busy periods there may be a delay in answering your query. Service desk staff will rarely be directly responsible for problems you encounter. We therefore ask for a polite approach to your dealings with them.
You can also use our Self-Service facility to log/update calls or check the status of your call online.
Service Level Agreements (SLAs)
When an incident or service request is logged with the service desk, they will assign a priority to the call using an impact and urgancy matrix. A copy of our impact and urgency matrix with associated SLAs is available to download at the bottom of the page.
The Penryn LRC IT Centre is open 24/7 during term time. Service Desk support is available throughout the year Monday to Friday from 8.45am until 9.00pm and Saturday and Sunday from 10.00am – 6.00pm.
The Falmouth Digital Print Centre is open from 9am-8pm Monday – Thursday, 9am – 5pm on Fridays, 10am – 5pm on Saturdays and 1pm – 5pm on Sundays. IT Support is available until 5pm Monday-Friday but only phone support is available during the evenings and weekends.