Concerning the Service Desk

What is the Service Desk?

The Service Desk is part of the Donald Smits Center for IT (CIT) and supports employees and students at the University
of Groningen if they have questions or problems in the field of IT. Support is mainly given via the phone, mail or the website. In addition, at various locations within the University there are desks where Service Desk staff carry out their
activities.

What help does the Service Desk offer?

Service Desk support is aimed at the services offered by CIT and comprises a broad range of activities:

• assistance with the use of services offered by CIT
• processing requests for applications
• help in the event of problems with applications
• dealing with requests for and installation of new computers
• assistance with the use of the computer communication in the event of problems with IT services
• answering queries about the provision of CIT services
• referring questions about IT services offered by other providers to the correct address.
  

Service Desk procedure

Queries and problems with respect to IT may be reported to the Service Desk via telephone or e-mail. If your question cannot be answered immediately, the Service Desk will continue to search for a solution, if necessary with the help of other IT staff. The Service Desk will make sure feedback is given afterwards. All reports received by the
Service Desk are logged in a central recording system enabling a quick and efficient transaction. This is why in principle it does not matter which Service Desk location you approach with your problem.