Procedures for Contacting Helpdesk

Once you have eliminated solutions from the Systems manual and gathered the PCs Model and serial number, it's time to contact helpdesk.

Contact Method
In the past, we have accepted telephone calls and visits in person, this is no longer the case as we aim to improve the service. We have found that calls alerted via telephone or in person are sometimes lost because we do not have a formal basis for logging them in this way. We request that you make alert ALL faults to helpdesk via email. We understand, however, that sometimes the fault may be caused by email and this may not be possible. If this is case, please ask a colleague to email the message. We are also aware that some matters need to be dealt with on an urgent basis, and in these circumstances, telephoned enquiries are acceptable, as long as followed up with an email to enable call logging.

Enquiry Number
Once your call has been received by helpdesk, you will receive an Enquiry Number along with a short message of acknowledgement, and any advice if appropriate. The member of staff responsible for your call will keep you regularly updated with any developments on the call. Please quote your Enquiry Number in any communication with Helpdesk.

Email Address
EUL.Systems.Support@ed.ac.uk

Escalation Procedures
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