The IT Help Desk is your single point of contact for assistance with IT and telephony solutions 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. It is not recommended for customers to contact second level support directly as the IT Help Desk will do this on your behalf if needed once all details have been collected.
or Chrome 
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:
Otherwise, the preferred method of creating a service call is through our Self Service Call page.
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:
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:
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.
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.
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:
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:
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.
