Our IT Service Desk is your first point of contact for all issues, service requests or queries relating to our services and software. Contact us via email or LiveChat for the most efficient service
Support for teaching spaces is always prioritised and is our main focus before 9:00am. Call 7555 from the phone on or near the podium for the fastest response between 8:30am-5:30pm during term time.
In person support is also available during working hours on all our campuses. Find us in the Dreadnought building, Stockwell Street Library, Avery Hill Library, and Medway Drill Hall Library.
The IT Service Desk is closed all day on Saturdays
The IT Service Desk is the first point of contact for all issues and queries relating to our services and software. We provide IT support for students, staff, affiliates and visitors.
Please use our online chat or email the IT Service Desk to submit requests as this allows the speediest method of triage. If your query is urgent, please follow up with a phone call so it can be prioritised.
Before sending in your request please check our guidance which is being updated regularly.
Check our page to see whether the university's systems are all working as expected, or if there is a known outage. Find out more about how we manage our Service Status page here.
New Students can find out how to get set up for success before you arrive, and the information you need when you first come on campus. Our new staff and affiliates page has everything you need to get started with your university Staff or Affiliate account.
Once you're set up, you can find out about all our IT and Library services here. Don't forget to stay safe online, here are 6 tips to identify and deal with a phishing message.
Please use our online chat or email the IT Service Desk to submit requests as they are the speediest methods of triage. If your query is urgent please follow up with a phone call so it can be prioritised.
Our ChatBot is available 24/7 and will guide you to help and advice available on our support pages. If your query can't be resolved by the ChatBot you'll be redirected to a member of staff during office hours, or be prompted to email your query to the IT Service Desk where it will be automatically logged and responded to during our opening hours.
To help us deal with your call quickly, please provide the following information however you contact us:
Where possible, the IT Service Desk will attempt to resolve your call when you first contact us. We may also ask for more information to help resolve the call. If it is not possible for the IT Service Desk staff to resolve it, the call will be assigned to another team.
Please note: All calls are given a Service Desk (SD) reference number which you will see quoted in an acknowledgement email when your call is logged. Please include the reference number in any correspondence about the call.
The IT Service Desk assigns a priority to your call based on impact and urgency. This helps us prioritise critical calls, such as fixing equipment in lecture theatres. We also set a target date and time by which we expect to resolve the call.
Check whether the university's systems are all working as expected, or if there is a known outage on our page.
We use the IT Service Status page to notify staff and students of planned system downtime, and to alert you to known issues or outages. Updates will be provided for all university supported IT systems, including:
The IT Service Status page is hosted off-campus and will continue to be updated even if other university systems are unavailable for any reason. The page will normally be updated from 9:00am to 5:00pm between Monday and Friday, excluding Bank Holidays and university closure dates.