Contact Channels and Details Guidance Note: Update, amend or add to the standard text in the table as required. Type Details Information Client contact Phone 020 7882 8888 Call submission: 24/7 - Manned Mon-Fri 8:00 18:00 Email its-helpdesk@qmul.ac.uk plus NorMAN out-of-hours service Self Service Portal (SSP) https://helpdesk.qmul.ac.uk/ Email submission: 24/7 SSP Submission: 24/7 Internal escalations to 2nd and 3rd Referrals from the Service Desk via - Support Hours: Mon-Fri 8:00 18:00 line support LANDesk ticket SSP Submission: 24/7 External escalations Usually contacted by 2nd or 3rd line support teams Phone Email Functional Escalation Levels Guidance Note: Update, amend or add to the standard text in the table as required.
Contact Channels and Details Guidance Note: Update, amend or add to the standard text in the table as required. Type Details Information Client contact Phone Email Self Service Portal (SSP) 020 7882 8888 its-helpdesk@qmul.ac.uk https://helpdesk.qmul.ac.uk/ Call submission: 24/7 Manned Mon-Fri 8:00 - 18:00 plus NorMAN out-of-hours service Email submission: 24/7 SSP Submission: 24/7 Internal escalations to 2nd and 3rd line support Referrals from the Service Desk via LANDesk ticket Support Hours: Mon-Fri 8:00 - 18:00 SSP Submission: 24/7 External escalations Phone Email Usually contacted by 2nd or 3rd line support teams Functional Escalation Levels Guidance Note: Update, amend or add to the standard text in the table as required.
Support-Model-Template--v1.0.docx