Desktop Support
What is the service?
This service is the provision of second level support and service request fulfillment related to the desktop computing environment. The desktop environment includes desktop, laptop, LAN, printer and software.
What is included?
This service includes:
- Diagnosis and resolution of faults
- Fulfilling desktop related service requests:
- Installation and configuration of software
- Rebuilds and migrations of desktop systems
- Installation of new desktop hardware
- Relocation of existing desktop equipment
- Configuration of desktop peripherals
- Hardware upgrades and replacements
- Facilitation of warranty repairs - Answering desktop related queries
What should I expect?
| Key Metrics | Target |
|---|---|
| Initial response to diagnosis and resolution of faults | 95% of support requests will be responded to within 2 hours to arrange your support (from provisioning of ICT Helpdesk reference number) |
| Installation and configuration of software | 95% of installation and configuration requests will be completed within 2 working days |
| Rebuilds and migrations of desktop systems | 95% of rebuild and migration requests will be completed within 2 working days |
| Installation of new desktop hardware | 95% of new hardware installation requests will be completed within 2 working days of receiving the new hardware |
| Relocation of existing desktop | 95% of relocation requests will be completed within 2 working days |
| Configuration of desktio peripherals | 95% of peripheral configuration requests will be completed within 2 working days |
| Hardware upgrades and replacements | 95% of new hardware installation requests will be completed within 2 working days of receiving the new hardware |
| Initial response to facilitation of warranty repairs | 95% of warranty requests will be responded to within 2 hours to arrange for hardware replacement (from provisioning of ICT Helpdesk reference number). Hardware replacement is dependent on external vendors and their warranty policies. |
| Answering desktop related queries | 95% of requests will be responded to within 2 hours to address your queries (from provisioning) of ICT Helpdesk reference number) |
Specialist support hours are from 9:00am - 5:00pm Monday - Friday, except for public holidays.
How do I request the service?
Please contact the ICT Helpdesk on +61(2) 9351 6000 or send an email to .
Where do I go for more information?
For more information about this service, please visit the ICT Helpdesk contacts web page.