IT Support Staff

Introduction

The UWA IT Service Desk offer's IT support staff the ability to create, manage and track requests on behalf of staff and/or students.

Not only will you be able to easily create new requests for help, on behalf or staff or student, but you will also be able to track any work you do on the incident and, when required, keep the end-user informed of your progress.

To access the IT Service Desk just click on the link IT Service Desk; remembering you will require your UWA Person ID and Pheme password for authentication.

Tutorial Information

Below you will find tutorial information that covers various aspects of using the IT Service Desk as an analyst providing to support to staff and students.

Incident Management

How do I login and create a new request on behalf of a UWA user?

View the presentation document to guide you through the basic steps involved in logging incidents into the IT Service Desk on behalf of the UWA user.

How do I email individuals other than the Caller or Affected user?

The IT Service Desk allows you to create and monitor communications to recipients other than the caller (or affected user) who reported the incident in the first place.

View the presentation document to guide you through the basic steps involved in sending emails, that relate to an incident, to recipients other than the caller or affected user of an incident.

How do I customise my views?

The IT Service Desk allows you manage and customise not only how your home page is displayed but also how incident lists are displayed.

View the presentation document to guide you through the basic steps involved in re-arranging your home page and also filtering your incident views.

How do I view or create a report?

The IT Service Desk allows every user of the system (if enabled for that user or user-group) to create reports; administrators have additional functionality where they can make reports available to specific groups or to everyone.

View the presentation document to guide you through the basic steps involved in viewing existing and creating new reports.

How do I record billable work in an incident?

The IT Service Desk allows you to record billable work against an incident.

View the presentation document to guide you through the basic steps involved in recording billable hours against an incident.

How do I allocate a sub task from an Incident?

The IT Service Desk allows you to create and monitor tasks against an incident.

This feature is called Sub Tasks and allows tasks to be created (from the Incident) that can be assigned to other assignment groups and/or analysts to allow work to be performed that contributes to the eventual resolution of the Incident.

View the presentation document to guide you through the basic steps involved in creating sub tasks against an an incident.

Change Management

The IT Service Desk allows you to create and monitor change requests resulting from an incident or a problem. This feature is called Change Lite (CHG) and offers Change Management functionality whereby change requests can be created which can then be assigned to other assignment groups and/or analysts.

Change Lite is only currently available to selective groups who require the ability to manage and track changes.

How do I create a new Change Lite request?

View the presentation document to guide you through the steps involved in creating a change request, from an incident, in the IT Service Desk.