Our IT Service Desk provides help via phone, email, and chat. Soon we will be adding an online service where you will be able to report an issue or request something new, as well as:
- Find suggested fixes for your issue
- See if there are any service alerts
- Check the status of your tickets
- Give feedback on the help you received and the resources available
Read more about the project here.
Staff will get access in early 2025, with students following later in the year.
Here are some of the enhancements that we are introducing.
| Action | Current process | New process |
| Check that IT systems are working as expected | Go to servicestatus.gre.ac.uk to check for issues and updates | Important messages will be on the online Service Desk homepage |
| Report an issue | Call, email, or use chat with the IT Service Desk to raise a ticket | Raise an issue online, or call, email or use chat with the IT Service Desk. |
| Request something | Call, email, or chat with the IT Service Desk - your request will be manually assigned to the right support team | Request a service online which will automatically be assigned to the right support team |
| Approve a request | Approvals are managed via emails generated by IT Service Desk staff | Approvers will automatically be contacted when a request is logged, speeding up the process |
| Get a ticket number | Your ticket number is sent in in an acknowledgement email when your call is logged. | Check your 'my tickets' tile. You'll also get your ticket number in an acknowledgement email when your call is logged |
| Get updates on the status of your ticket | Get a call or email from the IT Service Desk, or call or email to request an update. | See the real-time status of your ticket on your personal 'My tickets' tile. Get a call or email from the IT Service Desk, or call or email to request an update |
| Find information on a system or service | Contact the IT Service Desk, search the Portal or website | Use the search bar. Like the Digital Student Centre, it will provide knowledge articles and signpost you to support, and also list any services that match your search. If you can't find what you need, you can still contact us |
| Request training | Search the Portal or university website, or contact the IT Service Desk for advice | Search for help in our online service desk. It will signpost you to articles, training materials and services |
