Customer Charter

How to contact us

IT Support Hub

Go to www.ucd.ie/ithelp where you can find self help Knowledge Articles, submit service requests and log your query to our IT Helpdesk through our Get Help option.

Once you are logged into the IT Support Hub, you can track the progress of your query.

IT Helpdesk - phone

If your issue is time sensitive you can call us on +353 1 716 2700.

IT Centre – face to face support

The IT Centre service is located on Belfield campus at on the ground floor of the Daedalus building

Please follow the link to our booking system to make an appointment.

Walk in sessions are also available, but during busy periods, pre-booked appointments will be given priority.

IT Services - website

ucd.ie/it where you will find IT Services news, comprehensive information about our services and  Service Announcements relating to changes in services that may affect you.

Priority 

Description

Resolution Target *(Business Hours)

P1

An entire campus network failure including a remote site or the outage of a critical business function or essential service (e.g. Email, InfoHub or Brightspace).

4 Hours

P2

An outage of any other main service applications or an incident causing significant impact to the business.

8 Hours

P3

An application outage concerning smaller groups of users, or confined to one location.

 16 Hours

P4

Individual user problems - confined to the single user only

Up to 48 working Hours (time depends on type of issue).

P5

Service request 

Up to 56 working hours (time depends on type of request).

You can expect us to:

We expect you to:

• Greet you in a polite and friendly manner.

• Attend to you promptly when you are visiting our IT Centre.

• Commit to delivering our services as reliably and efficiently as possible.

• Endeavour to resolve your query to the best of our ability.
  

• Document all actions to ensure that an accurate record of your query/issue is maintained.

• Respect your privacy, protect your information in confidence and ensure that it is not disclosed except as provided for by law.

• Contact you with a resolution to confirm that you are satisfied.

• Provide redress should you have a complaint and deal with it promptly, impartially and in confidence.

• Empower you to find information and solutions to resolve IT issues yourself.

• Keep you informed of the progress of your ticket through our IT service management system.

• Treat IT Services staff with courtesy, respect and always behave in a professional manner.

• Where possible provide accurate information relating to your issue and advise IT Services in a timely manner if developments change.

• Abide by University policies and those implemented as a public sector organisation.

• Use IT Services equipment and facilities with respect and consideration for others.
• Use IT Services recommended ICT solutions that provide efficiencies and effective delivery of service for all.
• Consult with IT Services regarding ICT related decisions before engaging external parties.

• Be understanding when an issue is outside the scope of our support.