How to Use the IT Helpine
General Information
- If possible, PLEASE use the Help Request Form to request help from the IT Helpline.
- If your web access is not working, please email your request to seesup@ed.ac.uk
- Please only phone if neither web nor email are working.
- If you are reporting more than one problem then please put each problem in as a seperate request.
- If you are unsure about how to fill in the form then please come to the Eng IT Helpdesk and the person on duty will help you fill in the form. It is unlikely that the person on duty can solve the problem but she/he will help find the information needed so that one of the Team can help you.
Before contacting the helpline by any of the above means, please have the following information ready:
- Your name
- Your staff-ID or enrolment number (it really speeds things up if you can provide this)
- Your University telephone extension
- Building name
- Room location
- The computer which you are using by quoting its w-number
- The number on the network wall socket to which the computer is attached, i.e. the u-number
- The operating system
- the application or service you are trying to access
- Your username for the service you are using/trying to access
The Central University Information Services (IS) screen our calls and they are dealing with requests from all round the University not just Engineering so they may not know specifics about Engineering.
Use of the seesup@ed.ac.uk email address
- If using email, then address your message "To:" seesup@ed.ac.uk
- Please do NOT CC: messages to seesup@ed.ac.uk, i.e. do not include them on a CC: of conversations between users.
- Each message received by seesup@ed.ac.uk automatically generates a new call.
- Once a call has been placed, please wait until you receive a reply email that identifies the call number.
- Even if you want to enter a "project" request into the system, please simply address it directly "To:" seesup@ed.ac.uk. That is what we look at!
Response
- All calls submitted electronically by form or email will receive an automatic acknowledgement giving a call ID number and unique email address for dealing with the call.
- All email correspondence regarding a call, must be by return to call identifier.
- The priority with which calls are processed depends on the nature of the fault, the number of people affected and whether alternatives are available. The corporate ethos applies.
Progress Monitoring
- The Call Management System has changed recently and the new system, at the moment, does not allow users to monitor progress. If your call is not dealt with within a reasonable timescale then email back to the call. Please do not create a new call as that just slows everything down.
