Support to the ICT infrastructure (e.g. network, EUI desktop PCs and laptops, etc.) is provided by the ICT User Support. For assistance with personally-owned laptops see Personally-owned devices above.
Users must always initiate their requests for support, maintenance, software configuration/installation, etc. by addressing the EUI Helpdesk for a ticket to be assigned to the relevant ICT User Support office.
EUI Helpdesk's client call database handles user requests and guarantees that they are addressed in a timely fashion and followed up until they are resolved.
The priority level of the problem is evaluated by the ICT User Support.
On average, support requests are treated and solved within the day but may vary according to the priority of the support request (blocking problem/non-blocking problem, change request, etc.).
If the request cannot be fulfilled within the day, e.g. the call is processed by other groups outside the ICT User Support area, the user is notified of the estimated resolution time.
The EUI Helpdesk can as well be addressed for questions, consulting and mentoring on computing-related matters.
See EUI Helpdesk and ICT User Support menu for further information.