Before logging a call
Capture a screenshot of the ITS error, paste it into a Word document and save the file so it can be attached to the request.
Directorate of Information Technology Services
Log an ICT Helpdesk Request
Step-by-step guidance for logging an ICT support call with the University Helpdesk.
ICT Support
How to log an ITS call
Prepare the error evidence, complete the Helpdesk request and track the call through the University support process.
Official Helpdesk Guide
Download the Helpdesk Manual
Log the request with the right information first time
Prepare the error evidence before opening the Helpdesk form, then complete the request and attach the screenshot so the support team can triage it efficiently.
Step-by-Step
How to log an ITS Helpdesk call
The workflow below follows the University’s published Helpdesk manual and replaces the duplicated Vision and Mission copy that was migrated onto this page.
Open the University website
Go to the UNIVEN website, choose Staff and open the Help Desk service.
Start a new IT problem
Choose the option to log a new IT problem.
Complete the request details
Fill in all required fields so the Helpdesk team has enough information to investigate the problem.
Choose the call category
Select Applications and then choose ITS as the relevant call category.
Attach supporting evidence
Choose Attach Document so the saved screenshot can be added to the support request.
Choose Locate File
Use Locate File to open the file-selection step for the attachment.
Browse to the screenshot
Navigate to the folder where the screenshot or supporting document was saved.
Attach and confirm
Attach the document and confirm the upload before continuing.
Save and close
Submit the completed request by choosing Save and Close.
Helpdesk assignment
The Helpdesk routes logged ITS calls to the appropriate System Operations team for attention.
Track your open calls
Use the Open IT Call area to review requests that are still active and monitor progress.
Need assistance?
Need ICT assistance?
Use the University ICT Service Portal for systems, connectivity, account and digital-service support.