Helpdesk system privacy notice

Information you need to know

The IT Services department is part of Liverpool John Moores University. See further information on the institution.

Liverpool John Moores University is the Data Controller.

Our Data Protection Officer can be contacted at DPO@ljmu.ac.uk.

This privacy notice explains how we use your personal information and your rights regarding that information.

For information about how the wider University uses personal data please see the Privacy Notice section of our website.

Information we are collecting

When you contact the IT Services Helpdesk, we collect your LJMU username, your computer number, and details of the enquiry, fault or request you are contacting us about.

Your LJMU username allows us to access other information already held by the university, including your university email address, your office location (if this is recorded), and your contact telephone number (if this is recorded).

Source of the personal data

We collect personal data directly from you when you contact the IT Services Helpdesk. Some information, such as your contact details and office location (if recorded), is taken from other university systems using your LJMU username.

Why we are collecting your data and the legal basis for this

We process personal data in accordance with the principles of the GDPR and only where there is a valid lawful basis to do so.

We collect and use your personal data to manage and resolve IT support enquiries, faults and service requests. Your contact information is used so that we can communicate with you about your issue, including where we need further information to investigate or resolve your request.

The legal basis for processing this data is Article 6(1)(f) of the UK GDPR - legitimate interests. The university has a legitimate interest in providing effective IT support to staff and students and in managing its IT services and systems.

Who has access to this data

Your personal data is only accessed by LJMU staff who need it to carry out their role. This includes IT Services staff who manage and respond to Helpdesk enquiries, and specialist support teams responsible for specific university systems where your ticket is assigned to them. For example, if your request relates to the Student Information System, the relevant Business Support Team will be able to access the information in your ticket while it remains assigned to them.

In some cases, where your issue forms part of a wider system incident, limited information from your ticket may be included in a Post Incident Report. These reports are shared with the university’s Executive Leadership Team and the Business Continuity Group.

Your personal data is not shared with third‑party organisations.

How the university protects your data

We are committed to keeping your personal data safe in line with data protection legislation and the university’s information security and data protection policies.

Access to the Helpdesk system is restricted to current members of the university. Role‑based access controls are used so that only staff in designated support roles can view support tickets and related information. Other users can only view their own details.

These access controls are in place to ensure that personal data is only available to staff who need it to provide support or manage IT services.

How long the university keeps your data

We keep your personal data only for as long as necessary and in line with the university’s Records Retention Schedule.

Information relating to IT support enquiries, faults and requests is normally retained for four years after the last action has been taken on the ticket.

Some account‑level information, such as your LJMU IT account details, is retained separately and managed in line with account closure guidance.

When information is no longer required, it is securely deleted or disposed of.

Your rights

As a data subject, you have a number of rights. You can:

• access and obtain a copy of your data on request - this could be in a portable electronic format
• request that the university changes incorrect or incomplete data if you think that it is inaccurate or out of date
• request that the university delete or stop processing your data, for example where the data is no longer necessary or legally required for the purposes of processing

If you would like to exercise any of these rights, please contact the Data Protection Officer at DPO@ljmu.ac.uk.

If you do not provide data

The Helpdesk system requires a minimum amount of information to allow us to respond to your support request, including your LJMU username. Using your username, the system can access basic contact details already held by the university, such as your email address and, where recorded, your office location and telephone number.

If this information is not available, we may be unable to contact you about your request. This could limit our ability to investigate or resolve the issue and reduce the level of support we are able to provide.

Transfers of data outside the UK

We normally keep your personal data within the UK. In some cases, however, we may need to transfer it to another country - for example, to deliver a contract with you or to work with a partner organisation such as a university based overseas.

Whenever this happens, we make sure your information stays protected. This could be through a UK 'adequacy regulation' (which confirms that the other country’s data protection laws are up to UK standards) or by putting strong safeguards in place.

These safeguards might include model contractual clauses, formal data sharing or processing agreements, or binding corporate rules. In short, even if your data travels abroad, it will continue to be treated with the same care and respect as it would under UK law.

Automated decision making

We do not use computers to make decisions about you based solely on your personal data. Any decisions that affect you will always be made by a human, ensuring that you are treated fairly.

How to complain to the university

You have a right to complain to the university if you think it has not properly responded to your request for personal information or feel it has not handled your personal data responsibly.

If you are not satisfied with how your request for information or how your personal data has been handled, you should set out your complaint in writing to:

Maria Burquest
University Secretary and General Counsel
Legal and Governance Services
2nd Floor Exchange Station
Tithebarn Street
Liverpool
L2 2QP

or by email via DPO@ljmu.ac.uk.

How to complain to the Information Commissioner’s Office

You have the right to complain to The Information Commissioner if you believe that our processing of your personal data does not meet our data protection obligations. The Information Commissioner can be contacted using the following details:

• Post: Information Commissioners Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK95AF.
• Telephone: 0303 123 1113.
• Email: contact can be made by accessing the ICO website.