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
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
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.
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.