Melbourne School of Engineering IT Services Unit

What happens when I submit a service request?

When you contact the Engineering IT Service Desk, your query, issue or request will be dealt with via the process outlined below:

  1. Your issue/query will be logged into the Remedy Incident Management system.

    This will happen regardless of whether you submitted your issue/query via telephone, through an online request form, or with an Engineering IT Service Desk staff member.
  2. 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.
  3. 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 the Engineering IT Service Desk, our other major service partner, the Information Services Division or an external vendor.
  4. The assigned individual or group will work towards resolving your issue/query.
  5. 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).
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