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Help & Support
Self service
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. 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.
Self-service portal
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 self-service 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 online portal and accessibility options
Email 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
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 phone registration codes or password codes . 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.
Visit in person
Opening hours
Monday to Friday – 9.30am-6.00pm (DMS Watson and Institute of Education Libraries)
Saturday – 11.00am-1.00pm & 2.00pm-4.00pm (Institute of Education Library only)
Locations
DMS Watson Library
Ground Floor, Malet Place
London WC1E 6BT
Institute of Education Library
20 Bedford Way
London WC1H 0AL
How to Use The ISD Service Portal
For a tutorial on how to use the ISD Service Desk Portal please view the Remedyforce common service requests video.
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 Enabling Remedyforce Accessibility (PDF) guide.
Service Desk Remote Access
Only to be used with consultation with the Service Desk
Access the Service Desk Remote Access tool
Other support arrangements
Computer security issues
Contact the UCL Information Security Group
SLMS users
Contact details for School of Life and Medical Sciences customers
IT for IOE - IT Service Desk
If you are a student or member of staff at the Institute of Education (IOE) then you should contact IT for IOE – IT Service Desk.