Service Desk arrangements

If you are a registered TechLink support contact, you are welcome to send the Service Desk requests for help, either for yourself or to help you to support one of your users, on any IT matter (including ones which we would not normally directly support, e.g. personal PC problems).

If we find it necessary to talk directly to the user, we will keep you fully informed of progress with the call and its eventual resolution.

In order to avoid delays and transcription errors with telephone messages, we would ask that your requests normally be made by email to service-desk@ucs.cam.ac.uk.

All registered TechLink contacts have been entered in our database. Moreover, any message from a TechLink that is sent to the Service Desk and forwarded to members of staff is automatically flagged so that it can be given priority treatment. However, it is to your advantage to place 'TechLink:' at the beginning of the subject line yourself, as this means that the message can be distinguished from other incoming mail, and dealt with accordingly .

Messages sent to the Service Desk are normally picked up very quickly because during office hours one of the Technical User Support staff regularly monitors incoming mail. In contrast, queries emailed directly to individual members of staff may encounter long delays if the recipient is absent or busy.

See the more general Computing Service Fault Reporting and Feedback page for reporting faults, including network faults.