IT Helpdesk
E: ithelpdesk@jmw.co.uk T: 0161 828 1873 (ext. 2873)
Operating Hours: 08:00-18:00 (excluding weekends and Bank Holidays)
Extended Support (Critical P2+ Only): 18:00-22:00 (excluding weekends and Bank Holidays)
Submitting a Request
Requests can be submitted by email (preferable, if possible), or telephone, urgent email requests should always be followed up with a phone call. When submitting a request, please try to provide as much relevant information as possible i.e. is this affecting a single person/function or is it a wider issue, when did this first start to occur. This will help us define an appropriate priority and potentially help avoid missing more critical issues. Below is a guideline of how priorities are managed.
| Priorities | Description | First Response SLA | Target Resolution KPI |
|---|---|---|---|
| P1 | System Down | 10 minutes | 15 minutes |
| P2 | Individual Can't Work | 10 minutes | 1 hour |
| P3 | Individual Fault | 1 hour | 4 hours |
| P4 | Service Request | 1 day | 2 days |
| P5 | Cosmetic Adjustment | 2 days | 5 days |
Correspondence on a Request
Once your request has been raised on our system, you will be sent an email which includes the reference for the request. You should respond to this email, or any other emails you may receive, and include that reference in the subject line. This will ensure all correspondence is maintained with the request details.