IT Service Desk

The following policy applies to how the MCSU responds and uses the UNSW IT Service Desk.

When do we close a call if we can not contact the user who logged the call?

• When a call is placed in the MCSU queue by the IT Service Desk (9385 1333) we will call the user back as soon as we can to confirm the details of the problem, solve the problem over the phone or organise a time to visit the user if necessary.
• In situations where we are unable to contact the user over the phone we will continue to try to phone the user for three days. On the second day with no contact we will also send an email (if an email address is available).
• If we have tried to contact the user for three days and we have been unsuccessful then the MCSU Helpdesk and Support Manager will send an email (if an email address is available) to notify the client that the call has been closed and there will be no further attempts at contacting the user until they call the IT Service Desk or the MCSU Helpdesk and Support Manager to re-open the call.