• Schools & departments

Information Services

• Home
• Search IS
• Students
• Researchers & teachers
• Support staff
• About IS
• Services
• Library
• Computing
• Learning technology
• Research support

• University Homepage
• Schools & departments
• Information Services
• Services
• Computing services
• Communication and collaboration
• UniDesk
• Help and Support

Help and Support

Video preview of the improved UniDesk interface, best viewed in fullscreen.

Section	Description
Quick start guides	General and Incident management
Unidesk guides	Analyst, Reports, Help services and Analyst Problem Management
Problem management	Video for incident management operators, and Problems and Known Errors
Supplier manual
Additional guides	Junk mail and Team admins
Incident Management	IS Process
Team descriptions
Pre-supplied Unidesk Reports

Quick start guides

• General Quick Start
• Incident Management Quick Start

Unidesk guides

• Analyst Training Guide (in pdf format)
• Reports Training Guide (in pdf format)
• Unidesk Help Services Manual (in pdf format)
• Analyst Training Guide for Problem Management (in pdf format)

Problem management for incident management operators

Video instructions

• Video instructions

Further information

Requires EASE authentication.

• Interacting with Problems and Known Errors

Supplier manual

Documentation for all modules, produced by the supplier TOPdesk. Please note that information may partially differ from our installation which has been customised to fit specific requirements.

• Supplier Manual

Additional guides

• UniDesk Junk Mail guidance (in pdf format)
• UniDesk Team Admins Overview (in pdf format)

Information Services Incident Management Process

• Incident Management Process

Access is by request to the IS Helpline.

Team descriptions

• UniDesk Team Descriptions (in pdf format)

Pre-Supplied Unidesk Reports

• Pre-Supplied Unidesk Reports (in pdf format)

This article was published on May 15, 2013

• Terms & conditions
• Privacy & cookies
• Website accessibility
• Freedom of Information Publication Scheme

Unless explicitly stated otherwise, all material is copyright © The University of Edinburgh 2013.