University of Malta

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IT Services Student Guide
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IT Services Helpdesk

The IT Services Helpdesk is the primary point of contact within IT Services for queries about our services, and for University staff and students to report any IT-related issues.

The role of the Helpdesk

The IT Services Helpdesk handles users' initial requests for assistance, with the following goals in mind:

  • to offer prompt and efficient front-line assistance, with the aim of answering as many routine questions as possible.
  • if the query cannot be resolved in around 10 minutes, a ticket will be created and assigned to the second line of support. An appointment will be made thereafter.
  • we aim to respond to all tickets within 3 working days.

How can we help?

The IT Services website contains self-help resources and step-by-step guides for many common issues. Before contacting us for assistance, please have a look at our online help & guides and Frequently Asked Questions (FAQs).

In addition, if you need to apply for a service, refer to our Application Forms page.

Still need our assistance? We can provide IT support through the channels listed below:

  1. Email or Support Request Form - Email us or make use of the IT Services Request Support Form. This will create a ticket in our ticketing a system and a unique ticket number will be sent to you by email once seen by the Helpdesk staff.

  2. Phone Support - Call the respective Helpdesk on the numbers below:

    • Mainsite IT Services: +356 2340 4112 (press ‘1’ for helpdesk, ‘2’ for lecture room assistance)
    • Mater Dei: +356 2340 1112
    • Junior College: +356 2590 7112
    • VLE/Web CMS: +356 2340 4113
  3. On-site visit in person - Come visit us at the IT Services Helpdesks. There are 3 Helpdesks which can be found at University Campus, Mater Dei and Junior College.

  4. Remote Assistance - We can offer remote assistance to Windows and Mac users via TeamViewer by appointment.
    Please download the TeamViewer client for Windows or Mac before calling for a TeamViewer session.

Last Updated: 9 October 2017

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