IntroductionThe UWA IT Service Desk offer's both staff and student the ability to create and track their own requests via the IT Service Desk Self-Service portal. Not only will you be able to easily create new requests for help but you will also be able to track and be kept informed about the status of your requests as well as being kept up-to-date with statuses of IT services generally - such as news alerts informing you that email is temporarily unavailable.
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 InformationBelow you will find tutorial information that covers various aspects of using the IT Service Desk Self-Service. How do I login and create a new request through the self-service portal?View the presentation document to guide you through the basic steps involved in using the Self-Service portal to log an incident, yourself, directly into the IT Service Desk; there is also a short video tutorial (9Mb in size and approximately 7 minutes in duration) that complements this presentation. Note that the video presentation uses the QuickTime format. How do I ensure my request is dealt with in a timely and appropriate manner?When entering your request through the self-service portal you should ensure the information you enter is meaningful - this will allow the IT support staff to deal with your request in a timely and appropriate manner.
In brief this means entering a meaningful short description and a more detailed commentary.
The short description should reflect two things: - firstly: the actual event causing the issue; and
- secondly: the effected service or device
Examples of a short description are: - Unable to login to my cyllene account
- Unable to print to device ######
- Need to install Acrobat Professional v9
The comments you enter should provide a thorough description of your request and should include any relevant information that may aid in the resolution of this incident. How do I indicate an incident has been resolved or not?The
IT Service Desk self-service portal allows you to not only monitor the
progress of any active incident your have reported, but also to
indicate whether an incident has been resolved to your satisfaction or
not. View the presentation document to guide you through the steps required to indicate an incident has been resolved; there is also a short video tutorial (2Mb in size and approximately 2 minutes in duration) that complements this presentation. How is your Self-Service incident prioritised?The IT Service Desk analyst will view your incident and select appropriate classifications to allow your incident to be prioritised. The analyst will set the priority of your incident by selecting from the following categories: Where: - Impact is defined as the impact of this event on your business or the deviation from the normal agreed service
- Urgency is defined as how urgent is it to resolve this event (such as what is an acceptable delay to you or the business)
Each category is broken down into Low, Medium and High - each being defined as follows: - Low: little impact on user; no impact on University or local department
- Medium: moderate impact to user; potential impact to department or local user base; little or no impact on University
- High: major impact to a significant user; significant number of users impacted; major system outage; individuals (staff and/or students) can no longer perform a high percentage of total tasks; potential loss of money/reputation (cost of non-resolution); significant or lasting impact on (student) academic performance; significant risk to safety, law, rule or policy compliance - Low: inconvenient but no major business process affected; may have workaround
- Medium: major impact to individual, but no major business process affected; no workaround available
- High: major business process affected; academic calendar or other deadlines are imminent Together the two classifications will define the priority of your incident to ensure your incident is dealt with in a timely and appropriate manner. | 
