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 MyServices for help.

OneDesk IT

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

MyServices self-service portal

New main portal for IT services queries

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

Access MyServices

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 IT Services.

Phone support

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

020 7679 5000 (internal 25000)

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.

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)

Email support

IT Services

Where possible please use MyServices for your enquiries. Email support is the best route for external enquiries and alumni.

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

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.

Visit in person

IT services has a presence in the DMS Watson (Science) Library, IOE Library and UCL East campus (Marshgate) 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