Staff IT Support

The IT Helpdesk aims to give all members of staff access to all IT Services and expertise by maximising resources and centralising personnel.  In order for this system to work the IT Helpdesk staff will prioritise your job depending on the impact on the University.  These range from Critical-High Impact to little or no impact.  We aim to respond to the majority of jobs within 3 days, however if the problem is more serious and stops University business e.g. the entire network is down, then this will be treated as a high priority.

There are several ways in which to contact the IT Helpdesk to log your job. You can:

1. Call us for urgent requests; x1234 from an internal line, or 0141 273 1234 from an external or mobile line
2. Log/Search calls via the Information Services Centre
3. Email us at ithelp@gcu.ac.uk for standard requests
4. Try the online help section within this website (menu to the left)

When you have logged a job with the IT Helpdesk you will automatically receive an email giving you details of the job reference number and fault description. To make tracking the progress of your job easier, please take note of this number.

Search our web pages using our Knowledge Base

Please enter the question as if you were asking our staff a question.

This will help us monitor full questions and find solutions for you.

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When is the IT Helpdesk open?

• (8.30 am—5.00 pm) Weekdays  Main IT Helpdesk  — Monday to Friday
• (5.00 pm—9.00 pm) Weekdays   Available from the Base in the Saltire Centre — Monday to Friday
• (9.00 am—6.00 pm) Weekends   Available from the Base in the Saltire Centre — Saturday and Sunday
• Shutdown procedures will commence 15 minutes before closing time on weekdays (8.45pm) and at weekends (5.45pm)

It should be noted that the IT Helpdesk Staff on 1234 cannot give deadlines over the phone as to when a job will be completed as this is outwith their control.  What they can do is add your comments to the job notes which can be read by the appropriate support team dealing with your job.

Last Updated: 29 March, 2012
Edited by: Information Services Web Team