University of Tasmania, Australia

The Service Desk is the front-end of a three-tier support system for broad service areas as described in the Service Delivery Model.

Standard service includes

• A single point of contact for all users of ITR services
• All UTAS-related ICT issues or requests for students and staff
• All telephony issues or requests for students and staff
• All network issues or requests for students and staff
• Password management
• All videoconference support and bookings for centrally-managed spaces
• All audiovisual support for centrally-managed spaces.

Should the Service Desk be unable to resolve an issue directly they will refer the enquiry to an appropriate specialist.

This service does not include

The Service Desk is not able to assist with any services not detailed in this catalogue.

Changes to the business systems/applications within the services offered by ITR, are to be directed to the service owners and processed via the Request for Change process.

Service provided to

The Service Desk is available to the following clients:

Primary Clients	Secondary Clients
Staff	Alumni
Students	Government & other external organisation staff
Prospective students.	Vendors (sales staff)
	Staff from other universities.

Service options

• N/A

How to request this service

Service times represent the hours for which the Service Desk is directly accessible by business users.

• Service or access hours for this service for customers are 8.30 AM – 5:00 PM (AEST),
• Monday to Friday (excluding Public Holidays)
• Access to this service is available via the following:
• Phone (Internal): 1818
• Phone (External): +61 3 6226 1818
• Phone (Local Call): 1300 304 903 (from within Australia, mobiles extra)
  N.B. all telephony related requests are to be submitted via the Online Request for Telephone Work accessible from: http://www.utas.edu.au/it/communication-technologies/voice-communications
  
• Online job logging: https://servicedesk.its.utas.edu.au/
• Website: http://www.utas.edu.au/service-desk/
• Email: service.desk@utas.edu.au

Incidents may be logged outside of the service times either online or by email for a response on the next business day.

Service levels for this service apply to all business units and other services unless otherwise specified.

Customer responsibilities

• Please report any service failure or interruption to the Service Desk

For each of the offerings provided through this service, users must:

• Report outages as soon as possible; Only after reporting to the Service Desk can the resolution timing be guaranteed
• Provide sufficient lead time; Only after placing a request with the Service Desk can the service request completion timing be guaranteed
• Provide the following information when contacting the Service Desk:

• Location
• Asset ID(s) (Configuration Item) affected
• Lease Scheme ID (If applicable)
• Adhere to user responsibilities as described in ICT policy statements, related procedures and the ICT Services and Facilities Use Agreement (PDF 51.5KB).
• Ensure that equipment/service/call contact (or alternative) is accessible for support actions to be performed (as required).

Support commitments

Support hours	Mon – Fri, 8:30am – 5pm AEST and AEDST, excluding prescribed public holidays.
Support method	Contact the Service Desk.
After hours	Currently no provision for after-hours support.
On-call support	Currently no provision for on-call support.

Our commitment

Measure	Target
Reliability	No more than two planned or unplanned outages of this service in any one-month period will occur during service times
Availability	Availability is measured “end-to-end”, which means that all the underlying components of the infrastructure are taken into account when measuring availability. Therefore, the availability percentages below need to be interpreted as “guaranteed availability”. Information Technology Resources is likely to achieve higher levels of availability than those mentioned below, but will guarantee at a minimum the percentages stated. Percentage available is measured according to the following formula: (Scheduled Service or Access Hours – Unscheduled Outage/(Scheduled Service or Access Hours) * 100) During agreed Service or Access Hours this service will be available 95% of the published Service or Access Hours. This translates to an average of 8 hours and 4.5 minutes accessible time per day or 19 out of 20 days per month. At all other times: Best endeavours apply.
Responsiveness	The Service Desk aims to answer over 80% of phone calls within 60 seconds, during service hours. The minimum service level is that 70% of the calls will be answered within 60 seconds. The Service Desk aims to action emails within 120 minutes of receiving the email. The minimum service level is that all emails will be actioned within 240 minutes.
Resolution	First contact resolutions are defined as incident tickets that were resolved by the service desk on the same day they were created. The Service Desk aims to resolve 40% of calls at first contact. The minimum service level is that 30% of calls will be resolved at first contact.
Outage notification	The Service Desk will endeavour to notify business units of significant outages.

Service owner

Associate Director, Service Delivery & Support.

Funding model

This service is centrally funded.