Helpdesk
What is the service?
The Helpdesk is a central contact point for all staff and students for their IT technical and support needs. Its function is to respond to queries, log all requests for services, and to enable resolution of computing faults. Assistance is provided for all services listed in the service catalogue.
What is included?
This service includes:
- Answering general IT related queries
- Resolving faults and completing user IT requests
- Referral of unresolved IT faults and requests to specialist support groups
- Recording and referral of escalations
- Regular News & Outages updates – by voice recording for Helpdesk callers, and online at the IT Assist News & Outages web page.
What should I expect?
| Key Metrics | Target |
|---|---|
| Phone answering | 90% of calls will be answered within 60 seconds of being placed in a queue. |
| Reply to email | 95% of emails will be replied to within 24 hrs of receipt |
| Resolved faults & requests | On average 60% of all requests / faults are resolved by the Helpdesk. The remainder are referred to specialist support groups. |
ICT Helpdesk support hours are 8:00am - 9:00pm AEST, Monday - Friday (closed on 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 page.