Here at BOA, we operate a tiered IT support system.
First Line Support:
Rafieh Sadat Mostafavi, Alex O’Nions & Matthew Williams (Situated in the Learning Resource Centre).
Second Line Support:
Sandeep Panesar (GAIA Managed Service Engineer)
Third Line Support:
with the first line support team. Your issue will then be dealt with by a member of the support team. Issues will be escalated internally if they cannot be resolved by the first line support team/ second line support team and so on. To enable us to offer an efficient and effective service, it is imperative that these steps are followed.
- There are a number of ways to log an issue:
- Ext. 5134
Below are some screens shots to show you how to log an issue online.
Navigate to http://helpdesk.gaia-tech.com and you will be presented with the following screen.
Log in with the credentials you have been provided. If you have no login credentials, please contact us by Phone, email or physical visit so we can rectify this.
Once logged in, you will be presented with the following screen:
Click on the ‘Requests’ tab at the top of the page then select ‘New Issue’
You will then be presented with the following screen.
Fill in all the fields and provide as much detail as possible regarding your issue, also informing us as to where we can locate you.
Once you have filled everything in, scroll to the bottom of the page and click ‘Add Request’
Once you have logged an issue, you can check on the progress by simply logging into the helpdesk and clicking on your requests. You can also communicate with the technician who has been assigned the task to either update them or provide more details.