As a result of your feedback, we have reviewed our technical support, and we’re in the process of implementing some improvements to enhance your experience.
The issue
Some providers told us the speed and process for reporting and resolving IT issues is slow and cumbersome.
The solution
We will be utilising the technical support services provided by our IT partner, Infosys; a global organisation with offices across the world, including India.
The HEP Team will remain as your first point of contact in raising an issue, but the resolution and closure of your query will be managed by our colleagues at Infosys. As a result, you will notice that you will speaking to technical support advisers from Infosys as opposed to colleagues from the HEP Team.
We believe this change will speed up the resolution time for technical issues and queries, whilst enabling your technical colleagues to talk directly with the IT technicians working on resolving your request.
These changes will take effect from Monday 18 May 2015. During this transitional period of service improvement, your patience is much appreciated, as it will take Infosys time to get to know you and build the rapport you have with our HEP Team.
We are also working to enable our HEP Team to resolve your issues when you first contact us. The team is now able to action requests, such as unlocking your web-link account.
How to log an issue
To log an issue or technical request:
• call our HEP Team on 01242 545 734
• email hepservicedesk@ucas.ac.uk
If you have any questions, please contact your Technical Relationship Manager.
The issue
Some providers told us the speed and process for reporting and resolving IT issues is slow and cumbersome.
The solution
We will be utilising the technical support services provided by our IT partner, Infosys; a global organisation with offices across the world, including India.
The HEP Team will remain as your first point of contact in raising an issue, but the resolution and closure of your query will be managed by our colleagues at Infosys. As a result, you will notice that you will speaking to technical support advisers from Infosys as opposed to colleagues from the HEP Team.
We believe this change will speed up the resolution time for technical issues and queries, whilst enabling your technical colleagues to talk directly with the IT technicians working on resolving your request.
These changes will take effect from Monday 18 May 2015. During this transitional period of service improvement, your patience is much appreciated, as it will take Infosys time to get to know you and build the rapport you have with our HEP Team.
We are also working to enable our HEP Team to resolve your issues when you first contact us. The team is now able to action requests, such as unlocking your web-link account.
How to log an issue
To log an issue or technical request:
• call our HEP Team on 01242 545 734
• email hepservicedesk@ucas.ac.uk
If you have any questions, please contact your Technical Relationship Manager.