IT Help Desk

If this Service Call is Urgent, Critical or relates to Account Access (login details/password or suspicious activity) please call the IT Help Desk on:

• Internal: ext 25000 (from any UniSA phone);
• External: +61 8 8302 5000; or
• Interstate: 1300 558 654 (cost of a local call)

Otherwise, the preferred method of creating a service call is through our Self Service Call page.

Our email address is a useful way to log a new non-urgent request.  Remember if it is urgent you should call the IT Help Desk instead.

ITHelpDesk@unisa.edu.au

If something isn’t working as expected, to ensure we can resolve your problem without further delays it can help to provide us with a little more information. This can be copied into your email as a template, just remove whatever isn’t appropriate.

1. Location (campus & room number)
2. Best contact number
3. Short description of what isn’t working.
4. How many people is this issue affecting?         
5. Blue Plate Number (if applicable)
6. Any additional Information that may help us better understand the issue

This is a useful way to log a new non-urgent request. If you know you will require appropriate approval for your particular request please DO NOT CC your manager on the original email, either:

• Get appropriate written approval first and then forward this to the IT Help Desk as an attachment; OR
• Wait until you get the automated email from the IT Help Desk containing the request number and then reply to this email and CC the appropriate approver asking them to reply all to the email and include their approval for the request. Please do not amend the subject line.

Please note If the email you have received subject contains (Do Not Reply), unfortunately any replies you send to this email will not be received by the IT Help Desk. If you wish to follow up on a closed request, please either:

• Forward the closed email to ITHelpDesk@unisa.edu.au ensuring you have removed the INC or SER number from the subject and include your enquiry in the body of the email; OR
• Send a new email to ITHelpDesk@unisa.edu.au and include the original request number in the subject or body of the email.

NOTE: We cannot reset your password or OKTA/MFA via email due to security reasons, please phone us instead.

This is the recommended contact method for URGENT assistance or a password reset.

• Internal: ext 25000
• Local: (08) 8302 5000
• Interstate & Country: 1300 558 654 (cost of a local call)
• International: (+61 8) 8302 5000 (we can call you back to minimise your call costs)
• Hong Kong Baptist University : 800961028 (cost of a local call)
• Singapore: 8006162338 (cost of a local call)

NOTE: If you believe the IT Help Desk will need to remote into your device to assist, please install TeamViewer prior to calling.

Please click this link to download TeamViewer: https://get.teamviewer.com/unisa
NOTE: If you have installed TeamViewer on a Mac you will also need to grant TeamViewer appropriate access so the IT Help Desk can see your screen to assist.

After installation, wait a moment as the software populates a Unique ID number and pass-number and then advise the IT Help Desk staff member of these.

The Unisa IT Help Desk answers and logs requests for support 24 hours a day, 7 days a week, however our core service hours are 8am-6pm Monday to Friday.

During these core hours you can expect your request to be actioned. Outside of these hours, your call will be answered and logged ready for analysis during core service hours.

If your call is urgent please be sure you indicate this to the IT Help Desk operator.

If you are a staff member or student of the University you can report an IT Security Incident by creating an online service call containing:

Information to be included:

• Date and Time of Incident
• UniSA Details (eg. originating email address or IP address)
• Description of Incident
• Your Name (optional)
• Your Email Address (optional)
• Your Contact Telephone Number (optional)

All IT Security Incidents will be investigated thoroughly with sensitivity and discretion; however the effectiveness of our enquiries may be limited if you do not provide your contact details.

If you are not a student or staff member of the University, and you want to report misuse or abuse of UniSA IT facilities, please report the incident by emailing: abuse@unisa.edu.au

Please provide as much detail as possible, including information that identifies the UniSA staff member, student or equipment involved in the incident (eg. the originating email address or IP address).

Information to be be included:

• Date and Time of Incident
• UniSA Details (eg. originating email address or IP address)
• Description of Incident
• Your Name (optional)
• Your Email Address (optional)
• Your Contact Telephone Number (optional)

All IT Security Incidents will be investigated thoroughly with sensitivity and discretion; however the effectiveness of our enquiries may be limited if you do not provide your contact details.

Please be aware of the following service status notices relevant to University Information and Communication Technology (ICT) services.

• Current & Planned Service Interruptions
• Recent Service Interruptions