IT Helpdesk

When you log a call, the IT Helpdesk will classify it as one of the following:

Incidents

Incidents are generally classed as unplanned disruptions and issues with the current IT service, and take higher priority than Requests.  Examples of Incidents include:

  • Unable to log onto your PC
  • Not receiving email
  • Faulty telephone handset

Requests

These would be classed as requests from a user to change their current way of working. Examples of Requests include:

  • Resetting a password
  • New PC
  • New mobile phone