Wednesday, 12 November 2014

24/7 Telephone Helpdesk

On Thursday 13th November CiCS will be introducing the 24/7 telephone Helpdesk. The way we work has changed dramatically since the Helpdesk was set up in 1997 and there is a growing expectation from both students and staff for 24/7 services and support.

We have signed up to the out of hours IT help desk support service (NorMAN) hosted at Northumbria. From the 13th November, CiCS will staff the Helpdesk between 8am in the morning until 5pm at night: from 5pm NorMAN will take over. NorMAN will also cover weekends and public holidays, which has not been possible before. We have provided them with access to supportworks so that they can log calls in supportworks in the same way as we do. We have also given them access to our knowledgebase articles, especially the most common queries. NorMAN will have access to our incident contacts lists and will take over the function that the Control Room is responsible for at the moment so that it will be NorMAN who will contact senior CiCS staff when there is a problem with IT services.

Any calls not resolved by NorMAN will be taken back by the CiCS Helpdesk at 8am to be chased up. We will be providing feedback to NorMAN on a daily basis and in return they will provide us with a daily report containing every query received.


CiCS is committed to providing excellent customer service and help and support at all hours of the day. The introduction of NorMAN will recognise that students no longer work regular hours and it is important to provide help and support that works with them to provide services that suit them and their schedules. From tomorrow, students and staff will have the help they need 24 hours a day, 7 days a week, and every day of the year. 








CiCS is committed to providing excellent customer service and help and support at all hours of the day. The introduction of this service will recognise that students no longer work regular hours and it is important to provide a service that works with them to provide services when they need them.