Systems up or down

 

IT Help Desk

The IT Help Desk is your single point of contact for assistance with IT and telephone services at UniSA.  Self-help facilities are available which may assist you in answering your query or solving your problem.  Otherwise our friendly IT Help Desk staff will assist you and if necessary refer your request to the appropriate expert.

We may request permission to connect to your computer in order to assist you.  This is entirely voluntary on your part and will only be carried out with your permission.

All IT Service Requests and Incidents must be logged directly with the IT Help Desk through any of the below options. Customers are not to contact second level support directly for any reason - if required, the IT Help Desk will do this on your behalf once all required details have been collected. 

  1. AskIT (frequently asked questions) to find an answer to your problem.
    NOTE: These are available through the left hand navigation on this page or through the search up the top right corner of this page.
  2. View the Service Status Announcements for system outages and downtimes.
  3. Tip #1: Try Restarting the application or computer - this can resolve most issues.
    Tip #2: Try a different Internet Browser - Internet Explorer 11 (IE11) IE11 or Firefox Firefox are the recommended browsers.

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.

ITHelpDesk@unisa.edu.au

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.

If you have previously contacted the IT Help Desk (via email, phone or online service request form) you would have received an email contacting a 6 digit request number (will be preceded by either SER- or INC-) in the subject. Please ensure you reply to this email for any additional information/communications you wish to include e.g. seeking an ETA, including required approval, additional screenshots, etc.

If the email you have received subject ends with ‘Closed (Do Not Reply)’ e.g. Request INC-###### Closed (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 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

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 IT Help Desk is available 24 hours a day, 7 days a week.

Currently in Adelaide the time is:

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, alerts and announcements relevant to University Information and Communication Technology (ICT) services.