About 17000 / IT Services / Unit / The University of Newcastle, Australia

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The 17triplezero IT Service Desk is the first point of contact for reporting issues, making enquiries and checking the progress of calls.

The IT Service Desk can be contacted at the following times by a variety of methods:

Service Portal
Phone
Walk-in Service
Email

How do we assess the priority of your request?

	Service Portal http://www.newcastle.edu.au/17000
How do we respond?	Your call is automatically logged in our system and will be assigned to the appropriate work group on the next University business day.
When should you use this service?	If you are able to continue your work or your IT request isn’t urgent. The Service Portal also displays system outages, both current and planned. You can verify system availability at any time.
What level of service can you expect?	This is a self service facility. Use the Service Portal at any time to log and/or check a request. A job number will be automatically assigned and displayed when you submit your details. Take note of this number for use when checking the progress of your request.
Availability	24 Hours / 7 Days a Week

	Phone (02) 492 17000 ext 17000
How do we respond?	We will answer your enquiry or respond to your request at first point of contact if possible. Otherwise your call will be logged and assigned to the appropriate work group at the time of the call.
When should you use this service?	If you are unable to continue your work due to an IT issue.
What level of service can you expect?	1st Level Support	2nd Level Support	3rd Level Support
Availability
Semester (including exam periods)	Monday - Friday 8am - 10pm	Monday - Friday 9am - 5pm	Monday - Friday 9am - 5pm
Vacation/Semester Break	Monday - Friday 9am - 5pm

	Walk-in Service CT210 (Callaghan) and ITSB (Ourimbah)
How do we respond?	We will answer your enquiry or respond to your request at first point of contact if possible. Otherwise your call will be logged and assigned to the appropriate work group when you visit the Service Desk.
When should you use this service?	If you require face to face support or are using the Computing Labs in the CT building.
What level of service can you expect?	1st Level Support only
Availability
*Semester including TAFE terms**	Callaghan Campus CT210 Monday - Friday 9am - 5pm First 4 weeks of Semester	Ourimbah ITSB* Monday - Friday 8am - 10pm Saturday 8am - 3pm
In response to University business requirements, additional opening hours may be negotiated during examination periods.

	Email 17000@newcastle.edu.au
How do we respond?	E-mail requests will be logged and assigned to the appropriate work group within 3 University business days, provided sufficient detail is included in the e-mail. Acknowledgement and job number details will be sent via return e-mail once the job has been assigned.
When should you use this service?	If you are able to continue your work and you are unable to access the Service Portal.
What level of service can you expect?	E-mails will be logged and assigned to the appropriate work group within 3 University business days, provided sufficient detail is included in the e-mail. Use the Service Portal http://www.newcastle.edu.au/17000 to track the progress of your request using the assigned job number provided in the acknowledgment e-mail.
Availability	24 Hours / 7 Days a Week

Please remember, staff at the Service Desk will help with basic computing services, however students must complete their own work. Problems with assignments should be directed to the lecturer or tutor.

About 17000

How do we assess the priority of your request?

Service Portal

Phone

Walk-in Service

Email