IT Service Desk

Overview

The IT Service Desk is designed to aid in the provision of a single point of contact for all users of IT here at UWA and uses your UWA Person ID and Pheme Password for authentication - so please ensure you can login to your Pheme account or have activated your Pheme account, via the Pheme website https://www.pheme.uwa.edu.au/, before attempting to login to the IT Service Desk.

The IT Service Desk will allow the logging and management of all incidents, service requests and access requests as well as ultimately providing an interface for all other Service Operation processes and activities.

The IT Service Desk provides IT Service Management that is based on ITIL (IT Infrastructure Library) v3 guidelines - should you require an introductory overview of the objectives, content and coverage of ITIL please click on the following link for more information An Introductory Overview of ITIL Version 3 Pocketbook (PDF - 636Kb).

The IT Service Desk offers the following:

• Staff and Student Self-Service portal (end-user)
• IT Employee User interface (Service Desk Analyst)
• Management Reporting and Dashboards

• logging all incidents and requests, categorizing and prioritizing them
• first-line investigation and diagnosis
• managing the lifecycle of incidents and requests, escalating as appropriate and closing them when the end-user is satisfied
• keeping end-users informed of the status of their incidents and requests, as well as IT services