The OIKT Helpdesk is a specialized OIKT worksite whose primary function is SPOC (Single Point Of Contact) and which provides first-level user support, or FLS (First Level Support).
You can contact the HelpDesk at:
- Tel: +420 22438 4444
- Email: helpdesk@czu.cz
- Application for entering incidents and requests: http://helpdesk.czu.cz
- Office: Rectorate, door number 002
The HelpDesk is open every business day from 7:00 to 17:00 (open on holidays from 8:00 to 16:00), and incidents and requests can be reported outside business hours in the web application intended for this purpose (http://helpdesk.czu.cz).
Single Point Of Contact
The Helpdesk worksite is a single point of contact for users to report all malfunctions (incidents) on ICT resources, and also to report requests for services in ICT in general. These are all requests relating to CZU applications and systems, requests for administration of end stations and associated peripherals, as well as network elements. Requests are collected through phone calls, emails, personal visits, and through a web-based interface for the specified application (self-service via the ServiceDesk application web form).
First Level User Support
User support is provided to employees, PhD students and students, and to applicants, graduates and persons without a direct relationship to CZU Prague. The Helpdesk department primarily serves to address reported issues, queries and requests and redistribute them to other relevant investigators if necessary. Each distributed incident or request is loaded into the ServiceDesk application where it is tracked throughout its life cycle. The originator of the incident or request is continuously sent information about any changes to status of the incident or request.