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ISS Service Desk Ticketing System

What is the service?

The Service Desk ticketing system is a web-based service designed to support you. It provides an easy way for you to request assistance from Information Solutions and Services, to find answers to your IT questions, and helps to resolve your computing problems as quickly as possible.

Using the Service Desk ticketing system, you can quickly and easily send an inquiry for help on a problem or issue. Your request will go directly to the  Service Desk where it will be reviewed by first level support and followed through to resolution.

Availability

The Service Desk ticketing system is available to you 24x7. However, the Service Desk office is staffed between 09:15 and 17:00, Monday to Friday, so a response to your request will come during those hours.

Features of the Service Desk ticketing system

• Send a request to the Service Desk for help
  
  
• Track the status of your request
  
  
• Access a history of all of your requests
  
  
• Look up answers to Frequently Asked Questions regarding IT issues (such as: How do I connect to an IP (Network) Printer?)

Access the Service Desk Ticketing System 

Available at https://servicedesk.nuigalway.ie/

How to login instructions available

What happens to your request once you have submitted it?

• Service Desk staff will review your request and can in most instances resolve issues quickly.  If the Service Desk can resolve your query you will receive an email resolution. 
  
  
• If the Service Desk staff cannot resolve your issue they will escalate your request to the appropriate service provider. You will receive an email response and follow-up to ensure your request is resolved. 
  
  
• Your service requests such as computer connection to the NUI Galway network, software configuration and troubleshooting etc, will be escalated to the Desktop Support team who will in turn contact you to arrange a suitable time to call and complete your request.
  
  
• You can track the status of your ticket by logging in and clicking the History button.

How often will you receive ticket update notification?

• Shortly after you submit a ticket, you will receive an email confirmation from the system indicating you have successfully logged a ticket. 
  
  
• Your next update via email should be notification that your request has been escalated, or that your issue is resolved.  The Service Desk may contact you if they are unable to fulfil your request in a timely manner, or if they need more information from you. 
  
  
• You can check the status of your tickets, and read correspondence from the service providers who may be working on your ticket, by clicking on the History button at the top of the page.

Technical Information

To protect your account from unauthorised access, the ISS Service Desk Ticketing System automatically times out after a period of inactivity (15 minutes).

Further Assistance

Contact the Service Desk between 09:15 and 17:00 Monday to Friday.

Owner of service

Conor McMahon, Head of Service Delivery

Feedback and Escalation procedures

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