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Computer Support

The Client Services unit provides Phone Support and On-site Desktop Maintenance services on a contracted or case by case basis (Costing information). This service is only available to University departments or affiliated units.

Desktop and Laptop Hardware Support by ICT, for Equipment covered by Service Agreements

Commencing 1 November 2007, ICT will provide full hardware support for desktop and laptop equipment which:

  1. Was purchased/leased through a University of Sydney preferred supplier;
  2. Is owned or leased by a Faculty or unit who are covered by an ICT Service Agreement; and
  3. Is covered by a next business day (NBD) on-site warranty.

This ICT hardware support will remain in place for the duration of the supplier’s warranty on those products.

If the University changes its preferred suppliers, any equipment purchased or leased through the suppliers who were listed as preferred suppliers at time of purchase/lease will continue to be supported.

Support calls should be logged with the ICT Helpdesk who will assign to the relevant support team. ICT support staff will:

  • Log a hardware call with the supplier;
  • Assist with collection and return of equipment;
  • Coordinate the supplier response, resolution and repair;
  • Inform the customer of the progress of the call and the expected time of technician attendance; and
  • Be present on site to assist the supplier’s technician where required.

For equipment from University preferred suppliers with a back-to-base warranty, ICT can provide assistance, where requested, to faculties and units who are covered by an ICT Service Agreement.

Please note that ICT is currently unable to provide loan equipment during repairs.

If there is no warranty on desktop or laptop equipment purchased from a preferred supplier, ICT can organise a quote for the repair on behalf of faculties and units who are covered by an ICT Service Agreement and can coordinate the repair if costs are approved by the customer. If the quote is not approved the equipment will be returned and any repairs will be the responsibility of the customer.

Hardware support for equipment purchased outside the University preferred supplier agreements will be limited to determination of the fault, even if the equipment is under a manufacturer’s warranty. The customer will be responsible for repair of such equipment.

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