Students Staff

IT Helpdesk

June 11, 2019

We’re moving to a new helpdesk system

Filed under: IT Helpdesk, News — Kyle Cooke @ 10:19 am

We are moving to a new helpdesk system on Tuesday 11 June.

The switchover will take place out of office hours and you can still contact the IT Helpdesk as normal during this time.

What you need to know

  • Any support tickets you currently have open with the IT Helpdesk will be migrated to the new system.
  • Emails from the IT Helpdesk will look a bit different and come from the new address ServiceDesk@essex.ac.uk

Why we’re moving to a new system

The new system will allow us to offer you a better customer experience.

In the coming weeks, we’ll be releasing an online self-service portal that you can use to submit, track and update your support tickets, without using email.

We’ll also be creating many more online request forms that will go directly to the correct team, resulting in faster response times.

The University of Essex will moderate comments and there will be a delay before any posts appear.

February 28, 2018

[Service Alert] Reduced service on the IT Helpdesk today

Filed under: IT Helpdesk, Other, [Resolved], [Service Alert] — Dan Jolly @ 10:30 am

We have a reduced service on the IT Helpdesk today.

If you need support please email it.helpdesk@essex.ac.uk instead of phoning or visiting the IT Helpdesk. Telephones and answerphone messages will still be monitored but  there may be a delay in our reply.

Don’t forget you can also check our website and knowledge base for service information and answers to frequently asked questions.

The University of Essex will moderate comments and there will be a delay before any posts appear.

November 10, 2016

[Service Alert] Problem with Office 365 email service affecting our Helpdesk call logging software

Filed under: IT Helpdesk, Other, [Resolved], [Service Alert] — Dan Jolly @ 2:27 pm

Update 16:04

This problem has now been resolved.


 

Original alert

There is currently a problem with Microsoft’s Office 365 email service which is stopping our Helpdesk call logging software (Cherwell) processing new requests.

As of 8.40am this morning, if you have sent an email to any of the below mailboxes, you will not have received an automatic reply or ticket number.

  • desk@essex.ac.uk
  • helpdesk@essex.ac.uk
  • it.helpdesk@essex.ac.uk
  • ltt@essex.ac.uk
  • avs@essex.ac.uk
  • sphelp@essex.ac.uk

We are still receiving emails outside of Cherwell and are responding manually. However this may affect our response time.

Microsoft are ware of the problem and are working to resolve the issue.

Further information will be made available as soon as we know more.

The University of Essex will moderate comments and there will be a delay before any posts appear.

June 23, 2014

Temporary office moves at Colchester Campus – Audio Visual Services and IT Helpdesk

Filed under: Audio Visual, IT Helpdesk, News — Dan Jolly @ 10:23 am

Audio Visual Services have temporarily moved out of their office in the LTB and in to the IT Helpdesk (4SW.5.4) so building work can take place. The move is expected to last four to five weeks.

If you’re looking for the IT Helpdesk, you can find them across the corridor in room 4SW.5.9 (ISS meeting room).

All telephone extensions have been rerouted.

Temporary office moves
Team From To Date
IT Helpdesk 4SW.5.4 4SW.5.9 TBC
Audio Visual Services LTB Foyer 4SW.5.4 End of July
The University of Essex will moderate comments and there will be a delay before any posts appear.