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Information Services Division

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Help & Support

The IT Services is the primary point of contact 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 IT Services for assistance (contact details below).

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ISD IT Services

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


Live Chat (Beta)

Ideal for account and password queries

 

You can now contact IT Services using our new Live Chat feature. Our Service Desk Analysts are available Monday to Friday, 8:30am to 8:00pm (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

Opening hours

DMS Watson:Closed
Institute of Education Libraries:Closed
UCL Student Centre:Closed
Main Library:Closed

Locations

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

Service Desk at DMS Watson Library map

Find using UCL Maps


Student Centre
First floor, 27-28 Gordon Square, Bloomsbury, London WC1H 0AH

Find using UCL maps
 

Institute of Education Library
Fourth floor, 20 Bedford Way
London WC1H 0AL

Service Desk at IOE Library Map

Find using UCL Maps


Main Library

Wilkins Building, Gower Street, WC1E 6BT

Find using UCL maps


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.


Other support arrangements

Computer security issues

SLMS users

IT for the Institute of Education…

IT for IOE - ISD IT Services

If you are a student or member of staff at the Institute of Education (IOE) then you should contact the IT Services.