Information Technology Services (ITS)

ICT Helpdesk

All staff and students are to report all their ICT issues and suggestions to the IT helpdesk.

Please have the following information available (as appropriate):

1. Your student ID or staff username ready

2. Your name and contact information (phone, office/lab location or e-mail)

3. A general description of the fault or problem encountered

USP staff and students can contact the IT Helpdesk by:

Telephone

For urgent faults and queries, USP staff and students can contact the

helpdesk using the telephone number: 323 2117

In person (Walk-In)

For urgent faults and queries, USP staff and students are visit their respective Campus helpdesk.

Opening Hours:

  • Monday – Friday: 8am – 8.30pm
  • Weekends – 9am – 6pm
  • Public Holidays – Closed

Email

For faults and queries, USP staff and students can contact the helpdesk using the email address helpdesk(at)usp.ac.fj

View Online Ticket Status

To create, view status or update any of your open tickets logged with the IT Helpdesk, please log into the https://servicedesk.usp.ac.fj

Note: You will be required to log into the portal using your USP user id and password. If you do not know your USP user id and password or experience difficulties logging in, please telephone the IT Helpdesk

After Initial Contact

IT Helpdesk Staff will assist. The initial contact follows this procedure:

  • The IT Helpdesk staff will attempt to resolve the problem immediately.
  • IT staff may need to ask basic questions about the computer and its configuration (i.e., is it a Macintosh, Windows 7, etc.), the problem or error message, and about the specific events that preceded the problem.
  • IT staff will also ask for the model number of the printing device
  • The IT Helpdesk staff will attempt to resolve the incident

If the IT Helpdesk staff is successful in finding an answer to the question/problem, the transaction is completed and the ticket will be resolved. If the issue has not been addressed to the user’s satisfaction, or if more information is required, the IT helpdesk staff member will reassign the ticket to the next ITS support level.

Second Level Support

Second level support includes:

  • Detailed troubleshooting support all staff and students
  • Assist with in-depth computing questions/problems
  • Developing instructional materials on use of the USP Enterprise service

If second level support is successful in finding an answer to the question/problem, the transaction is completed and the ticket is resolved. If the issue has not been addressed to the user’s satisfaction, or if more information is required, the IT helpdesk staff member will reassign the ticket to the next ITS support level.

Third Level Support

Incidents which are not solved at the second level may require hardware replacements, special analysis and programming by the USP level three support staff or by vendors

Issues and Suggestions Database

The website allows USP users to offer suggested practices experienced from outside USP that could benefit USP users, propose new technologies, highlight service performance issues or to seek IT Services advice or approval on developments that may require changes to IT service delivery and support. Click here to access the issues database.

All other issues are to be addressed at the IT helpdesk

Links

Priority Definitions and Response Guidelines

ITS Ticket Escalation Paths

ITS Roles and Responsibilities

ITS Post Ticket Resolution Reviews

ITS Helpdesk Quality Controls

USP Chat Service
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