Getting support during the web restart project

We have very ambitious plans for the University web presence, and whilst there are lots of things that are uncertain at the moment, we know it’s going to take a lot of work from a lot of people.

However, we can’t just stop business as usual activities while we do this, so we need to ensure that work continues to be carried out. The key to this is ensuring that we are correctly prioritising tasks and making sure that requests are being routed properly so that they get to the right people.

We are committed to providing support to all our users from 9am – 5pm, Monday to Friday, and have dedicated members of staff whose sole purpose is to provide that support.

To help us, we are asking that everyone logs their calls by emailing help4u@dundee.ac.uk. We use the same system as UoDIT, but calls will be routed through to us.

Due to the volume of emails we get daily, it’s difficult to keep track of everything we are being sent, so please make sure that you log calls using this address so we can make sure nothing gets lost and we can monitor response times.

We have clearly defined the criteria we will use to triage calls coming in and these are available in our support policy.

Written by:

Andrew graduated from the University of Dundee in 2003 with a BSc (Hons) in Applied Computing. He started working for the University in 2004 and spent four years working in the Careers Service and across wider Student Services. In 2008 he moved to the College of Life Sciences to act as their web developer, eventually expanding in 2012 to take on the development of Medicine, Dentistry and Nursing sites as well as heading up their IT unit in 2014-15. He became Head of Web Services in 2015 and brought together teams from across the University to create a unified web services team for the University.

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