Introduction

Worcester college runs a helpdesk system to allow all members of the college including Students, Academic Staff and Support Staff as well as visitors to report non-urgent problems / faults with the departments below. Each issue is known as a ticket and will be automatically allocated a unique number enabling it to be tracked by both the submitter and department.

Urgent faults such as fire alarms, floods, etc. should be reported directly to the Porter's Lodge by phone (01865 278300).

Submitting a ticket

1. Navigate to https://helpdesk.worc.ox.ac.uk/ in a web browser.
2. Click "Submit a Ticket".
3. Select the relevant department and click Next. See guidance below on who deals with what. 
4. Enter your full name and e-mail address in the text boxes, we will use e-mail to keep you up-to-date or to request more information on your problem if required.
5. For Accommodation & Maintenance tickets choose the building then the room you are reporting a problem with. If there is no exact match choose N/A and include details in the message body.
6. Enter a subject and body for your ticket, the subject should summarize the issue with the body providing more details. 
7. Click Submit, you will directed to a acknowledgement page which contains a ticket number (e.g. #60677) which you may wish to keep a note of. You will also receive an acknowledgement e-mail.

Who Does What?

Maintenance

Oversee all maintenance projects around the site as well as providing routine maintenance services.

Use the helpdesk to report problems with:

• Electrics - sockets, lights, switches.
• Plumbing and Drainage - Showers, Baths, Sinks, Loos, etc.
• Heating
• Decorating
• Glazing
• Mechanical Locks (Electronic locks are dealt with by Security).

IT

Provide IT support and advice.

Mange college owned computers and printers.

Provide network and internet connections both Wired and Wireless.

Use the helpdesk to report problems with:

• A college owned computer or printer.
• A college system e.g. mealbooking, website, etc.
• Your internet or network connection in college.
• Your username / password.

The IT department are able to advise on hardware and software problems on privately owned computers but don't offer repair service. Members of the university are referred to the repair service offered by IT services on the Banbury Road - https://help.it.ox.ac.uk/helpcentre/pcsupport/repair

Accommodation

Sometimes called the Domestic department. In charge of room allocation and housekeeping including the team of college cleaners (Scouts).

Accommodation are also the first point of contact for problems with furniture inside rooms including beds and mattresses.

Damage to student rooms should be reported to accommodation as should problems with machines in the college Laundry facilities.

Security

Responsible for the safety and security of the College grounds. Use the helpdesk to report faults with:

• Phone lines
• Fire equipment - extinguishers, alarms, blankets, smash bolts, etc.
• Electrical Door locks (usually have Salto written on them).
• College access cards / fobs - including reporting lost cards.