Help & Support
How to guides
We’ve created “How to” guides
for all our key services. Use the search bar below to find what you are looking
for or search by category. If you can’t find anything helpful then contact the
Service Desk for assistance (contact details below).
ISD Service Desk
The ISD Service Desk is the primary point of contact within ISD for queries about central IT services for all staff and students at UCL.
Email & phone support
Where possible please email the Service Desk from your UCL email account. This will ensure emails from our incident logging system will reach you to confirm your ticket reference etc.
We aim to respond to emails within 1 business day so emails should be for queries that do not require an immediate response
Phone support hours (term time)
Out of hours phone support (NorMAN)
out of hours phone support service, called NorMAN, is available day and night
all year round - including weekends, College Closures and Bank Holidays.
NoRMAN can deal with a range of general IT queries but some services are not yet available, such as issuing password reset tokens. If your query can’t be resolved, a ticket will be raised and passed back to the ISD Service Desk for investigation during normal opening hours.
contact NorMAN out of hours call the usual ISD Service Desk number.
Visit in person
Monday to Friday - 9.30am-5.30pm
DMS Watson Library
Online Ticket Status
To view the status or update any of your open tickets logged with the ISD Service Desk, please use the ISD Service Desk Portal.
You will be required to log into the portal using your UCL user ID and password. If you do not know your user ID and password or experience difficulties logging into the portal, please telephone the ISD Service Desk.
How to Use The ISD Service Portal
For a full video tutorial on how to use the ISD portal please view the Remedyforce common service requests.
Remedyforce Accessibility Options
Remedyforce includes an alternative mode that lets users with assistive devices, such as speech recognition software and screen readers, work with Salesforce more effectively .For further guidance regarding accessibility options please check and consult the guide "Enabling Remedyforce Accessibility [PDF]".
Service Desk Remote Access
Only to be used with consultation with the Service Desk
Access the Service Desk Remote Access tool
Other support arrangements
ADS Users (Staff Only)
Professional services staff using ADS can contact the ADS Helpdesk via email at: firstname.lastname@example.org. Telephone support is being handled by the ISD Service Desk on 020 7679 5000 (Ext: 25000 within UCL)