Enterprise Applications (Themis) Service Desk
The Enterprise Applications (Themis) Service Desk provides advice and support to assist users with their queries, issues and requests. In addition, the Service Desk communicates with users regarding system updates and relevant information via bulletins and the Themis User Group briefing.
Staff
Jorge Lopez-Canales (Team Leader), Karen Ritter, Catherine Reed, Moira Kolker, Debbie Ziakas
Contacting the EA (Themis) Service DeskOnline Incident Registration: Log a help request: |
Resolving an issue/query
When you contact the EA (Themis) Service Desk, your query, issue or request will be dealt with via the process outlined below:
- Your issue/query will be logged into the Remedy Incident Management system.
This will happen regardless of whether you submitted your issue/query via the Themis Express On-Line Service Centre or via a Service Desk staff member. - You will receive an email notification detailing the issue/query and the request ID number that has been assigned to it.
Note: you will need to use this request ID when querying the progress of your request with Service Desk staff. - If necessary, your issue/query request may be assigned to an appropriate second or third level support group or individual to help resolve the issue.
For example: a specialist support group within Information Services or a module expert within the business area. - The assigned individual or group will work towards resolving your issue/query.
- When the issue/query is resolved the status will be changed to Resolved and you will be automatically notified by email (including any details of the solution to the issue/query).