Requesting assistance from the Service Desk

Target Audience: Massey University staff and students requiring IT-related assistance.

Note: You may wish to print and keep this page in case you need help when you are unable to access the web.

Preferred method of contact

Wherever possible, it is preferred that you ring the Service Desk on ext 82111.

The online request logging system, AskUs Self-Service (http://askus.massey.ac.nz), is used to log requests.  AskUs Self-Service prompts for the information required to assist us in processing your request.  AskUs Self-Service is available via the http://askus.massey.ac.nz website for people with Massey staff-type usercodes or usernames.

If you email or ring the Service Desk, please ensure you provide all relevant detail. 

If your request is critical please log the request and then call the Service Desk on ext 82111 quoting your request number.  This will let us know that the request is critical.

Information required by the Service Desk

To help resolve your query as quickly as possible, the Service Desk often needs the following information:

• Full contact details
• Location of machine, if relevant
• Type of machine (PC/Macintosh). If it is a laptop, the type/make of the laptop
• Operating System version (see below); for example: Windows 7 or Mac OS X
• IT Number of the machine (see below) for Massey IT equipment
• Printer IT number (for example: IT001223) for problems with Massey printers
• Application and version number (see below) if applicable, or hardware causing the problem; for example: Microsoft Outlook 2010
• Error messages, if applicable, recorded as fully as possible (provide screen shots if possible - see below)
• Last time the machine/application worked correctly
• Configuration/software changes made since the equipment last worked, if applicable
• IT numbers of other machines or usercodes (usernames) or ID numbers of other staff/students experiencing similar issues, if applicable
• Any other detail that may be useful in relation to the issue experienced e.g. the url (address) of web sites that cannot be accessed, whether the system (application, software web site) has worked previously etc.

When requesting assistance from the Service Desk, please provide as much information as you can. The Service Desk will ask for relevant information for requests received via the telephone. The more detail we have at first contact, the faster it can be to resolve queries or issues.

Operating system

To find out what Operating System you are running:

Windows 7

Mac OS X:

IT number:

Software version:

To find the software version you are using:

Page authorised by CIO
Last updated on Wednesday 20 November 2019