Information Services Division


Help & Support

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

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).

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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

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 the ISD Service Desk.

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)


DMS Watson Library
Ground Floor, Malet Place
London WC1E 6BT

Service Desk at DMS Watson Library map

Find using UCL Maps

Institute of Education Library
20 Bedford Way
London WC1H 0AL

Service Desk at IOE Library Map

Find using UCL Maps




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 the Institute of Education…

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.