Cardiff Metropolitan University It Helpdesk

By | 10th May 2017

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Cardiff Metropolitan University It Helpdesk

Cardiff Metropolitan University It Helpdesk

IT Helpdesk

​​​​​​​​ Who are we?

The IT Helpdesk is the first point of contact for any IT related issue or query.  We provide 1st line support and general IT advice for both students and staff across the University.

We aim to resolve your query as quickly as possible by either remotely connecting to your machine to fix the issue, providing you with the relevant information needed, or escalating the call to one of our IT Advisors who will visit you directly.

All calls are managed within our service desk system, and will be prioritised according to the nature of the issue.

How can we help?

  • Password resets and unlocking user accounts – The IT Helpdesk can reset your password and unlock your account over the phone or via email.
  • Office 365 – You can get the Microsoft Office suite of software, free of charge to install and use on your own computer(s) while you’re a student with us. Contact IT Helpdesk for any assistance.
  • SharePoint – We deal with most queries including, general guidance, backup and restores and integration.
  • Staff/Student Email – IT Helpdesk can show you how to access your student or staff email accounts either on or off campus.
  • Account admin – We can assist with setting up new user accounts and mailboxes or deleting them when no longer required.
  • Software & Hardware – We can advise what to purchase and where to purchase from. Some software is free to staff and students. Contact us for more information or visit our new Study page here
  • Moodle – We handle most queries, including enrolment queries, backup and restores, data integration issues and logging on.
  • Announcements – Need an announcement, then email the IT Helpdesk and we can make this happen for you.
  • Eduroam Wi-Fi – Contact the IT Helpdesk and we can offer advice over the phone, via email, web chat or through an online guide.

How do I contact you?

You can contact us via the following:Tel: x7000 (02920 41 7000)

Email: ithelpdesk@cardiffmet.ac.uk

Webchat: Cardiff Met Webchat

Self Service Portal: itservicedesk.cardiffmet.ac.uk

Twitter: @CardiffMetLearn

Logging a call

When you log a call, the IT Helpdesk will classify it as one of the following:

Incidents

Incidents are generally classed as unplanned disruptions and issues with the current IT service, and take higher priority than Requests.  Examples of Incidents include:

  • Unable to log onto your PC
  • Not receiving email
  • Faulty telephone handset

Requests

These would be classed as requests from a user to change their current way of working. Examples of Requests include:

  • Resetting a password
  • New PC
  • New mobile phone

Opening Hours

The opening hours for the IT Helpdesk are:

  Term Time Vacation Time
Monday – Thursday 08:00 – 21:00 08:00 – 17:00
Friday 08:00 – 19:00 08:00 – 17:00
Saturday 11:00 – 17:00 Closed
Sunday 11:00 – 17:00 Closed