Cardiff University
Cardiff University's IT Service Desk provides round-the-clock support for IT-related issues, catering to both staff and students. Common reasons for calling include password resets, account access problems, and hardware or software troubleshooting. The service operates 24/7 via phone, though response times can vary, especially outside of business hours. During peak periods, such as the start of term or major IT incidents, users may experience longer wait times. For non-urgent issues, using the ticketing system is recommended as it allows for efficient tracking and resolution. The IT Service Desk is the first point of contact for all IT queries and uses the Halo Service Desk system to log and manage issues.
Updated 15 Dec 2025
Expected outcomes
- Reset passwords
- Access university accounts
- Troubleshoot hardware issues
- Resolve software problems
- Log IT incidents
- Track ticket status
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- University ID
- Username
- Issue description
- Contact details
- Error messages
- Affected systems
Known issues
Users occasionally face long wait times, particularly during peak periods like the start of term or during significant IT incidents. To mitigate this, calls are prioritized based on urgency, and users are encouraged to use the ticketing system for non-urgent issues. Additionally, there can be delays in ticket escalation beyond first-line support. These escalated tickets are handled in order of priority, and users can request updates through the ticketing system. For quicker resolutions, providing detailed information about the issue when logging a ticket is beneficial.
