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Services

About Our Services

The ITS Service Desk team provides a first point of contact for ITS clients. The issues supported range from general computing support through to people who are unsure of the specialist service team they need to contact.

ITS are responsible for providing a comprehensive range of teaching related facilities for both staff and students. These include the hiring of both audio and visual equipment as well as general consumables, to name a few.

ICT Self Help

ICT Self Help has information, tools and resources, along with FAQs and How To Guides to help you get up to speed with the technology and services available at the University of Waikato.

If you can't find the answer or solution you require you can log you own ticket request through Landesk Self Service (For ease of access you can also link to both these sites from the Waikato home page.)

University of Waikato LANDesk Self Service Tool

Consultant presentation of LANDesk/Webdesk upgrade

The University has launched the LANDesk Self Service tool. This is a central place where you can log, update, and track the progress of your ICT tickets and service requests. Please see the Landesk Self Service tool Getting Started guide for help info.

Service Prioritisation

All tickets (jobs) receive a service priority in LANDesk. The priority assigned to a service request is defined on the basis of business impact and urgency as outlined in the table below.

ITS Service Statements

ITS Service Statments for: KPI's Service Delivered by:
Receipt of the ticket and resolution at point of contact All phone and in person calls are receipted within 15 minutes and 60% of tickets resolved at point of contact (phone or in person) Service Desk
Assignment of tickets to staff and work queues Phone and in person - Wirhin 15 minutes of receipt of ticket by the Service Desk Service Desk
Web forms, email and other communication - Within 4 working hours of ticket receipt by the Service Desk Service Desk
Service resolution 90% of tickets resolved within assigned P timelines (see Table 1 & 2) ALL ITS
Initial 2nd tier client contact Client contacted within 12 working hours of receipt of the ticket, to set time to resolution ALL ITS
Client feedback provided Status update privided to the client every 5 days ALL ITS

Service Response Times:

All times are working hours

  Description Coverage Response Target Resolution Target
1 Critical Incident disrupts an existing service affecting all users. 24x7 15 mins 4 hrs
2 Urgent Incident disrupts an existing service affecting a set of multiple staff or a VIP user Ext’d bus hrs 1 hr 7 hrs
3 Normal Incident disrupts an existing service. (up to 5 users) Bus hrs 2 hrs 12 hrs
4 Service Request with defined service level Bus hrs 12 hrs 5 business days
5 Service Request without defined service level Bus hrs 12 hrs As agreed with customer
Project Service Change Request that has a negotiated time frame Bus hrs 12 hrs Negotiated with Customer

Please Note: All non-urgent tickets will automatically be assigned 12 working hours. The relevant expert will review the ticket and may adjust the time frame on the job. At this point the customer will be updated via an email.

You may contact the Service Desk on ext 4008 to make a case for a different priority. They will pass the request onto the assigned person.

To view all your ITS Service Desk tickets

Go to LANDesk Self Service tool and use your log in at https://landesk.waikato.ac.nz to access all your ticket information. Click on the relevant ticket to see details.

PLEASE NOTE: If you are having problems with your computer, there are a few things you should do first before calling the Service Desk or logging a ticket. See here.