Information Services Division


Help & Support

Information on how to get help and support for central IT services across UCL. Try our how-to guides and videos or contact the IT Services desk.


IT Services desk

The IT Services desk is the primary point of contact for queries about central IT services for all staff and students at UCL.

Live Chat

Ideal for account and password queries


You can contact IT Services using our Live Chat feature. Our Service Desk Analysts are available to answer your IT questions and help with technical issues.

  • Monday to Friday, 9:00am to 5:00pm (UK time)

Phone support

Ideal for more complex queries (VPN, Desktop@UCL Anywhere, etc)

Available 24/7 but please note that the service is provided by UCL Helpdesk during business hours in term-time and by our out-of-hours support service (called NorMAN) the rest of the time, ie:

  • UCL Helpdesk - During term-time, Monday to Friday: 8:30am to 5:30pm
  • NorMAN - Weekdays: 5:30pm to 8:30am and Weekends, College Closures and Bank Holidays (24 hours)

NB: 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 helpdesk for investigation during normal opening hours.

Email support

Where possible please email IT Services 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 one business day so emails should be for queries that do not require an immediate response.

Resources and training

How to guides

Try our How-to guides for key IT services across UCL. Select from the help categories or use the search bar to find what you are looking for.

DigiLearn Online

library of online videos covering UCL IT essentials. Topics including remote connectivity, data storage essentials, Microsoft Office 365 applications, and much more.

Training from ISD

There are training opportunities available to staff and students including drop-in sessions with the Digital Skills Development team.

Self-service portal

Whatever your need, whether it's a request for help, to report an incident or request a new service, use the self-service portal. You can also view the status or update any of your open tickets logged with IT Services.

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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 IT Services.

How to use the IT Services portal

For a tutorial on how to use the IT Services 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 IT Services.

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.

Visit in person

IT services has a presence in the DMS Watson (Science) and IOE Libraries on weekdays and in Bidborough House Monday-Thursday (staff only) Check opening times 

DMS Watson (Science) Library

Ground Floor, Malet Place
London WC1E 6BT
Find using UCL Maps

Monday - Friday: 9:30am - 5:30pm

Service Desk at DMS Watson Library map

IOE Library

Fourth floor, 20 Bedford Way
London WC1H 0AL
Find using UCL Maps

Monday - Friday: 9:30am - 5:30pm

Service Desk at IOE Library Map

Bidborough House (UCL staff only)

Ground Floor - G18, 38–50 Bidborough Street
London, WC1H 9BT
Find using UCL Maps

Monday - Thursday: 9:00am - 5:00pm

Bidborough House Map

IT Services remote access

Only to be used in consultation with IT Services.

Other support arrangements

For computer security issues: