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Help & support: Service desk

The UCS Service Desk can be found at the Roger Needham Building (West Cambridge Site), and on the New Museums Site.  The service is available to everyone entitled to use the University Computing Service and is the first port of call for any queries about the various services and facilities that the Computing Service provides.

Opening times for the UCS Service Desk (Roger Needham Building) in West Cambridge are:

Monday 09:00-17:00
Tuesday 09:00-17:00
Wednesday 10:00-17:00
Thursday 09:00-17:00
Friday 09:00-16:30

 

Opening times for the UCS Service Desk (New Museums’ Site) are:

Open Term only

Monday 09:00-12:30 & 13:30-17:00
Tuesday 09:00-12:30 & 13:30-17:00
Wednesday 10:00-12:30 & 13:30-17:00
Thursday 09:00-12:30 & 13:30-17:00
Friday 09:00-12:30 & 13:30-16:30

 

The Service Desk can be contacted in one of five ways:

  • In person at:
    UCS Service Desk (Roger Needham Building), 7 J J Thomson Avenue, West Cambridge Site, Cambridge, CB3 0RB [site map]
    UCS Service Desk (New Museums Site), Pembroke Street, Cambridge CB2 3QH [site map]
  • Telephone - on 01223 (7)62999 (please note that we may monitor and record telephone calls for training and quality assurance purposes with the aim of improving our service to you)
  • Email - to service-desk@ucs.cam.ac.uk (please include your Central Registration Scheme ID (CRSid) e.g. ABC1000)
  • Fax - on 01223 (3)34679
  • Post – via the University Messenger Service (UMS) or Royal Mail to: UCS Service Desk, Information Services, Roger Needham Building, 7 J J Thomson Avenue, West Cambridge Site, Cambridge, CB3 0RB

Most problems presented at the UCS Service Desk are resolved by Service Desk staff.  The UCS Service Desk is backed up by a full team of Computing Service experts who can handle the more specialised problems. If a particular problem cannot be resolved at the UCS Service Desk it will be passed to the experts for advice and/or action.  Where an in-depth discussion is required, a consultancy appointment may be suggested.  If an appointment with an expert is made it will normally be at the Roger Needham Building (West Cambridge Site). 

We welcome any suggestions you might have on aspects of the UCS Service Desk. Please send these to the Service Desk Manager, Vince Woodley (vrw10@cam.ac.uk).

The Role of the Service Desk

One of the tasks of the UCS is to help members of the University to be more productive through the use of the facilities it provides.  Available technology is of limited effectiveness to many people unless they are also helped to use that technology and are given assistance when they encounter problems with it.  In return the UCS has the opportunity to gain valuable feedback about the way facilities are used and what the real requirements are.  The UCS Service Desk was set up to handle users' initial calls for assistance, with the following goals in mind:

  • to provide a focus within the Computing Service for users to obtain general and technical assistance;
  • to offer prompt and efficient front-line assistance, with the aim of answering as many routine questions as possible;
  • if the call is not resolved at the Service Desk, to pass it on to an appropriate specialist, if available, within the Computing Service;
  • to provide feedback within the Computing Service about common problems encountered by users, which might indicate the need for further courses, documentation or a change in what is provided;
  • to record the details of a call and any initial advice given so that we can refer to statistics and case histories if required.

The Computerised Call Logging System

Whenever you contact the Service Desk by email, phone or in person you will be asked for your CRSid, so that your query can be logged in our computerised call logging system.  If the Service Desk cannot resolve your question directly you will be given a call ticket number.  We request that you use the call ticket number when contacting the Service Desk subsequently about that problem.  This is especially important for calls coming in by email, to enable messages to be processed automatically.

The call logging system ensures that calls are not "lost".  Outstanding questions can be properly managed and call histories can be retrieved if appropriate.  The call logging system also helps us to monitor trends and can be searched to identify queries which recur frequently, for which further courses, documentation, Newsletter tips etc. may be needed.

 

Last updated: September 2013