From 12 May we are launching a series of new Self-Service forms, which will allow staff and students to submit a request for a service such as access to a system (a Service Request) or report an issue with an existing service (an Incident).
The bespoke forms are designed to capture, up front, all the right information required to process your request or resolve your issue, which means fewer, more fruitful interactions with the Service Desk. The link to the new forms, which cover the most common requests and issues, can be found on the existing help pages for that service http://help.it.ox.ac.uk/.
We aim to provide greater customer satisfaction by giving more visibility on progress and timescales via the online portal. You can track progress via the portal 24 hours per day with detail on how long the request will take or what work is being done. The Service Desk will continue to be available to offer support when needed and answer questions on the new Self-Service forms.
For more information please contact the Service Desk: firstname.lastname@example.org or (01865 6) 12345.