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. We’re the single point of contact for all queries relating to personal computers and their applications, as well as for other hardware, telephony, network and software faults..
How to contact us
You can visit us in person, call us or email us with your query.
Come and meet our friendly team in person and find out how we can help, we are based at:
Penryn Campus – Tremough House room MG29
Falmouth Campus – on the first floor of the Alan Livingston building (in the Fox Suite)
Call us on 01326 213822
Email us at firstname.lastname@example.org
How to log a call
All IT service requests are logged onto our call management system, Support Works.
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. Please be patient. We will get back to you as soon as we can. Service desk staff will rarely be directly responsible for problems you encounter. We therefore ask for a polite approach to your dealings with them.
Service Level Agreement
For all service requests, Service Desk staff will allocate one of the following priorities (based upon impact and urgency), as well as offer a temporary workaround whenever possible.
Response within 30 minutes, fix within the hour. Major network failure (Eg Pillar SAN) and / or a lecturer is unable to deliver a session with a large audience (100 people), due to faulty IT Equipment.
Same day response, 8 hour fix time.
Server/s down that has serious business critical impact and /or prevents a deadline from being achieved for a large number of users. E.g. Printer is unavailable for a 100 students who have a deadline and there is no alternative.
8 hours response, 48 hour fix time.
Normal level faults. E.g. Telephone fault, user cannot log-on and user cannot print.
Response time 8 hours, fix time within 2 weeks. Complaints and niggles with systems or settings that are inconvenient, but do not actually stop the user from working.
Also new equipment installations, once they have been received and bar-coded by the IT Purchasing Administrator.
No official 'fix time' allocated.
These are requests that fall outside of the SLA. E.g. Installation of new replacement equipment, where the user already has a working machine
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 IT Centre is open from 9am-8pm Monday – Thursday, 9am – 5pm on Friday’s, 10am – 5pm on Saturday’s and 1pm – 5pm on Sunday’s. IT Support is available until 5pm Monday-Friday but only phone support is available during the evenings and weekends.