Using the Help Line.

1. If possible, PLEASE use the Submit Request link to request help from the IT help line.
2. If your web access is not working, please email your request to SeeSup@ed.
3. Please only phone if neither web nor email are working.

Before contacting the helpline by any of the above means, please have the following information ready:

1. Your name:
2. Your staff-ID or enrolment number:
   [It really speeds things up if you can provide this]
3. Your University telephone extension:
4. Building name:
5. Room location:
6. The computer which you are using by quoting its w-number:
7. The number on the network wall socket to which the computer is attached, ie the u-number:
8. The operating system:
9. the application or service you are trying to access.
10. Your username for the service you are using/trying to access.

Please note the help line staff are very experienced in trying to identify the point of failure that could be anywhere in the above chain, and not necessarily at the place you (or we) would first suspect.

They also have full access to our databases and so may ask you subsidiary questions where our information appears incomplete or incorrect.

Use of the "SeeSup@ed" email address

• If using email, then address your message "To:" Seesup@ed.
• Please do NOT Cc: messages to SeeSup@ed, ie do not include them on a Cc: of conversations between users.
• Each message received by SeeSup@ed 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. That is what we look at!

Response

1. 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.
2. All email correspondence regarding a call, must be by return to call identifier.
3. 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

1. You can track the progress of calls you have raised by logging on to EASE portal and selecting Information Services Call Management System.