Phase 1: IT self-service for staff
From 3 March 2025 staff will be able to:
- Log new support tickets online with the IT Service Desk
- View and update existing tickets
- Request new services
- Manage IT approvals (for assigned staff)
- Check the availability of our digital services
- Find online help and guidance
Key dates
| Date | Action |
|---|---|
| Monday 24 February | We will release videos to help you navigate our new IT self-service system. They will show you how to find your way around, report an issue, make a service request, and search for help. |
| Saturday 1 and Sunday 2 March | We will migrate all open tickets into the new system. You'll receive an email for each of your tickets with a new ticket reference number. Any new tickets that you raise will be also created in the new system. |
| Monday 3 March | We will update our IT support web pages and Portal links to direct staff to self-service. Single sign-on from the Portal will be enabled. |
| Monday 3 March | We will launch IT self-service to staff. Staff will be able to raise, view and update tickets online as well as calling and emailing us. Students will not be able to use IT self-service in this phase of the project. |
| Monday 10 March | We will remove old IT and Library request forms from our website and replace them with links to forms on IT self-service. |
Phase 2: IT self-service for students
Later this year we will launch IT self-service for students. While we're developing the service, students will be able to find plenty of signposting to existing help and support if they land on the self-service homepage. We've also added links to the Digital Student Centre for easy access to student enquiries and personalised support.
We want to ensure our new IT Service Desk system works smoothly for everyone. We're also planning to move all our IT support pages into our self-service knowledgebase, providing comprehensive support for university IT in one central hub. We'll be working on this over the coming months to ensure minimal disruption. We've shared some information for students on our project website.
Training and support resources
Key resources, such as articles and Frequently Asked Questions are linked from our project website. We will be updating this site whenever we have new information to share with you.
