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Help & Support
Self-service
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.
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.
DigiLearn Online
A 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.
Live Chat
Ideal for account and password queries
You can contact IT Services using our Live Chat feature. Our Service Desk Analysts are available Monday to Friday, 9:00am to 5:00pm (UK time) to answer your IT questions and help with technical issues.
Phone support
Ideal for more complex queries (VPN, Desktop@UCL Anywhere, etc)
Phone support hours (term time)
Monday to Friday: 8:30am to 5:30pm
Out-of-hours phone support (NorMAN)
Our out-of-hours phone support service, called NorMAN. Support is available from:
- Weekdays: 5:30pm to 8:30am
- Weekends, College Closures and Bank Holidays: 24 hours
Norman, our out-of-hours support provider, 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.
To contact Norman out-of-hours, please call the usual IT Services number.
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.
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 online portal and accessibility options
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.
Visit in person
IT services has a presence in the DMS Watson (Science) and IOE Libraries on weekdays. Check opening times
Locations
- DMS Watson (Science) Library
Ground Floor, Malet Place
London WC1E 6BT
- IOE Library
Fourth floor, 20 Bedford Way
London WC1H 0AL
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.
IT Services Remote Access
Only to be used with consultation with IT Services.