IT Services

Using the Self-Service Portal

Using the Self-Service Portal

IT Services uses UniDesk to manage IT requests and fault reports. UniDesk is an IT Service Management Platform developed by education, for education. It is based on the TOPdesk Service Management software. The University of Malta was the 11th member to join the UniDesk family.

UM staff, students, alumni and visitors with a UM IT Account can use the UniDesk Self-Service Portal to:

  1. view self-help resources in the Knowledge Base to find solutions for common issues
  2. submit an IT support request
  3. track the progress of your request/s
  4. modify and update information in previously logged request/s
  5. give feedback on how your request was handled.

After you submit a request through the Self-Service Portal, a ticket will be created in UniDesk and you will receive an automated email with a unique ticket number for your IT support request.

Information about using the UniDesk Self-Service Portal is available.

The Self-Service Portal offers a single place for all staff and students who have a University of Malta account to submit and track requests, find self-help resources in our Knowledge Base, and give us feedback. Users who do not have a UM IT Account can submit a request using the IT Services enquiry form. However, they will not be able to track the progress of these requests through the Self-Service Portal.

The Knowledge Base is available anytime through the Self-Service Portal, and provides self-help resources and step-by-step guides for many common issues without the need of contacting the IT Service Desk.

You will also be able to give feedback on how your requests were handled, and on self-help resources within the Knowledge Base. We want to hear from you. Your feedback will directly influence our service and improvements to the Self-Service Portal, as we find the best solutions to your propositions.