The IT Helpdesk is the first point of contact for any IT related issue or query. We provide 1st line support and general IT advice for both students and staff across the University.
We aim to resolve your query as quickly as possible by either remotely connecting to your machine to fix the issue, providing you with the relevant information needed, or escalating the call to one of our IT Advisors who will visit you directly.
All calls are managed within our service desk system, and will be prioritised according to the nature of the issue.
How can we help?
Tel: x7000 (02920 41 7000)
Self Service Portal:
When you log a Case, the IT Helpdesk will classify it as one of the following:
Incidents are generally classed as unplanned disruptions and issues with the current IT service, and take higher priority than Requests. Examples of Incidents include:
These would be classed as requests from a user to change their current way of working. Examples of Requests include:
Most Incidents and Requests can be resolved by the IT Helpdesk, however there will be some cases where some are escalated to our more specialist teams (IT Advisors, Desktop Services, Corporate Information Services, IT Infrastructure Services).
After your Case has been resolved, if you are not fully satisfied with the resolution then please contact us and we will investigate further. If we don't hear back from you within 48 hours then we will assume everything is fine and close your Case.
For more information on our Priorities and Resolution Target Times, please see our
The opening hours for the IT Helpdesk are:
Cardiff Metropolitan University, Llandaff Campus, Western Avenue, Cardiff, CF5 2YB
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