Organisation Structure

The IT Services Centre structure consists of three service areas - Service Desks; Processes, Procedures & Documentation; and IT Service Management Support.

Service Desk area

The Service Desk area consists of 3 operational Service Desk teams - IT Service Desk, Themis Service Desk and Telephony Services.

The IT Service Desk provides first level support for staff incidents and queries related to general IT support.

The Enterprise Service(Themis) Desk provides specialised support for Oracle Financials, HR and Research modules of Themis.

The Telephony Services (Telephones & Switchboard) provides support for all telephone related services including Voicemail, Telephone Directories and PABX switchboard functions.

Processes, Procedures and Documentation Team

The Processes, Procedures and Documentation team develops and writes procedures that form the workings of a Knowledge Database, otherwise known as a FAQ system. It is charged with creating a standardised and coherent set of processes and procedures for use by the Service Desk teams.

IT Service Management Support Team

The IT Service Management Support team provides and supports the tools used for IT Service Management in Information Services and the other areas within the University. The tools include the Remedy (Incident, Problem and Change Management) Ticketing system, the Knowledge Database and various other utilities.