Within these times normally at least three people are present. Normally the telephone is answered within 15 seconds, though at busy times an answering machine may be switched on. Out of hours an answering machine provides instructions for users on how best to contact Help Desk. An emergency hotline service will be provided as a means of contact for lecturing staff whose classes are being disrupted by computing problems. Priority is normally given to answering the telephone, but at busy times telephone callers may be asked for a number to call them back on, so as not to pre-empt people who have been waiting.
Incoming email is processed at least twice a day.
Urgent or serious work takes priority over general assistance of users. Records of use of Help Desk are kept, and summaries are published. The reports from the problem reporting and tracking system show Help Desk's performance in this respect. If necessary, due to shortages, staff may be moved between Help Desk and cluster-support duties in attempts to minimise impact to ISS services as a whole.