From the 20th April 2015, IT Services will move to a new system for logging and managing IT support calls.
Users will notice the following changes:
- When you send an email asking for help or guidance, the response will look different and will be sent by our the service desk software (called ‘FrontRange HEAT’) from the evening of Friday 17th April
- You will be able to check on the status of your support request via a self-service portal. Details on how to access the portal will be contained in the acknowledgement email for each new support call and these will also be published on http://help.it.ox.ac.uk/
Later in the summer, IT Services will be introducing a dedicated telephone number for a new consolidated Service Desk. This will replace the general IT Services ‘Helpdesk’ number and may be used for any IT support matter.
What will not change?
- Your existing points of contact within IT Services and the Student Systems Support Centre
- The E-mail address(es) you already use to get IT support
Thanks to the Student Systems Support Centre for the original message which was used as a basis for this communication.