Privacy Policy for CHBH Help Desk

This policy relates to personal data, as defined by the Data Protection Act 1998, held on the Help Desk call logging system. The Help Desk runs a ticketing system that holds details of each call made to the Help Desk, and the progress made in dealing with it. This includes any email messages sent to or from the recognised Help Desk email addresses. This policy applies to all tickets within the Help Desk system.

The information is used for the following purposes:

  • To track the progress of each call and to ensure that it is dealt with appropriately and in a timely manner.
  • To produce statistical reports for management purposes, such as for the Annual Report of the University Computing Service,e.g. to determine the number of different customers during one year.
  • To deal with subsequent problems, especially where a member of Computing Service staff has logged a detailed solution which can then be re-used for a different ticket.

The information is shared, as necessary, with members of operations staff who deal with CHBH. It may be shared with departmental or College computing staff where it is appropriate that a problem be so dealt with.

Access to the Help Desk database itself is restricted to CHBH Operational staff.