User Support

The Department coordinates five (0-4) levels of support and manages the KNUST IT Support Centre.

Level 0 support involves automated or self-service solutions that users can access themselves without the aid of the Help Desk.

Level 1 support filters Help Desk calls and provide basic support and troubleshooting including ticket routing and escalation to higher levels of support.

Level 2 support involves known user hardware and software support issues escalated from Level 1 support.

 Level 3 support involves unknown user hardware and software issues escalated from either Level 1 or Level 2.

Level 4 support involves support from service providers outside of the University or the Directorate.