Introduction to IT Support
Welcome to IT Services!
We deliver our services through the Help Desk, which runs on ‘Jira’ (an ‘Atlassian’ product).
Our main operations are through the use of tickets which are of the format ITHD-##### knowing your ticket number makes it easy for us to help you (we get a LOT of tickets!).
When you need help, there are various ways of getting it:
Open the IT Services Portal using our forms helps us help you better.
Bookmark this page now!If you are using a Physics-owned Windows computer, you will see an IT Services icon:
this opens a new browser window with one tab for the IT Services portal, and one tab with all your open issues (across the camjira workspace)
Email it.helpdesk@phy.cam.ac.uk (this is being phased out)
Our base of operations is in the Ray Dolby Centre, West Cambridge Innovation District. Regrettably we are unable to offer deskside support in any location other than the buildings of the Department of Physics
Come and see us in RDC C2.002 if:
You think your machine is under threat or attack
AV suddenly fails in a meeting room or lecture theatre.
Once you have opened a ticket, you can monitor it in the Help Desk Portal using your My Open Tickets - Bookmark this now
When your ticket is raised, you will receive a confirmation email. Replying to this email will generate a response in the ticket, but please read the footer of the email. Using the portal works better than email as you can see the full conversation, as well as any attachments.