Information Services Division


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).

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ISD Service Desk

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)

Monday-Friday: 8.30am-5.30pm

Out of hours phone support (NorMAN)

Our 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.

To contact NorMAN out of hours call the usual ISD Service Desk number.

ISD Service Desk - DMS Watson Library Ground Floor Malet Place

Visit in person

Opening hours

Monday to Friday - 9.30am-5.30pm


DMS Watson Library
Ground Floor
Malet Place

Find using UCL Maps

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.

Access 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.

There are also smaller video guides on how to create a new ticket and how to review any tickets you have logged with the ISD Service Desk.

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)

ADS Users (Staff Only)

Professional services staff still using ADS should now contact the ISD Service Desk and not the ADS Helpdesk.

The ISD Service Desk can be contacted by telephone on 020 7679 5000 (ext 25000 within UCL), via the Self Service Portal or via email servicedesk@ucl.ac.uk .

Computer Security issues

Contact the UCL Information Security Group

SLMS Users

Contact details for School of Life and Medical Sciences customers

Institute Of Education (IoE)

Contact details for Institute Of Education IT Helpdesk