ICS Service Desk Support
Use our Online Enquiry Form to contact us for help with staff or student IT-related incidents, service requests and queries.About your Incident or Service Request
Use our Online Enquiry Form to contact us for help with staff or student IT-related incidents, service requests and queries.
- When you use the Enquiry Form we need your @dundee email to help us log your incident or service request. While we deal with your incident we'll keep you updated by email. (See example.)
- See the steps below for what happens next with your incident or service request.
What happens next?
- First you will receive an email response from ics-landesk-outbound @dundee.ac uk with an Incident Reference Number to enable you to track progress.
- Please do not reply to this email as it will log the response as a new incident.
- Use the "Update Incident" option in the email to provide any additional information in relation to that particular incident.
- Next you will receive the confirmation, "Your incident has been assigned to an ICS Analyst for Investigation"
- If further information is required from yourself you will receive an email with the Subject, "ICS Incident Assistance Required for Incident no. ***** ”.
- To respond to the question use the "Update Incident" option in that email.
- When your incident is resolved you will receive an email with the Subject, “Solution/Workaround for ICS Incident *****"
- If you are unhappy with the resolution, then please select the "Re-open Incident" option on the email.
- Quote the Incident Reference Number if you need to contact Service Desk.
- Do not use the 'Update Incident' option to log a new enquiry or separate issue.
- To log a new enquiry or issue, use our Online Enquiry Form
How to contact ICS Service Desk
The ICS Service Desk is here to help you with any problems or questions you may have when using or trying to access any of the services we provide. If there is an issue or fault with a service or resource you are using or if you just have a question about using a service please let us know.
The Service Desk is the single point of contact in ICS and can be accessed in several ways. You can...
- Visit the Service Desk in the Main Library or Tower Basement. (Service Desk opening hours)
- Send your query using the Online Enquiry Form
- Phone the Service Desk on 01382 3(88000).
Service Request Centre
See all our online forms in our Service Request Centre
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