IT Service Desk IT and Library Services

Basic Description:

The IT Service Desk is the single point of contact for people who require help or advice concerning the services and facilities provided by the Information & Library Services. The purpose of the IT Service Desk and First Line Support team is two-fold: to provide help and assistance where possible, and to initiate a procedure to address any issues that cannot be resolved immediately.

The IT Service Desk can be contacted by phone, e-mail and via certain webpage chat functionality.

Key Features / Benefits:

    • Standard software support 
    • Hardware support.
    • Password resets and account issues resolution
    • Network support of wired / wireless data connections – advice, technical support and fault resolution.
    • Consultancy guidance and advice on telecoms.
    • Telephone Extension Management and Configuration.
    • Telephone Directory Management.
    • Video Conferencing Support.

Our Responsibility:

ILS will maintain the servers, applications and infrastructure necessary to provide this service.

IT Service Desk staff will attempt to answer any query related to this service.  If they are unable to do so, or provide the customer with the information that they require, the matter will be referred to another member of staff with the relevant expertise or responsibility.

All calls to the IT Service Desk are logged and the customer will be given an incident reference number to assist in tracking progress of the incident or request.

Customer Responsibility:

To report any problems with this service to ILS via the IT Service Desk (Ext 7555) or email

To provide the IT Service Desk or any member of ILS staff with their username and contact details for incident logging purposes, and as much detail of any incidents of problems observed, including times and dates when possible.


This service may be subject to the standard Tuesday morning 7am – 9am routine maintenance period.

There are no other restrictions to this service other than eligibility

Customer Service Issues:

Any dissatisfaction with the service should be addressed in the first instance to the IT Service Desk:
Telephone: 020 8331 7555, visit the IT Service Desk pages or you may also submit a query online

Support Hours:

Core support hours 9:00 to 17:00.

Hours of Operation:

This service is available 24 x 7 x 52 - subject to occasional maintenance downtime.

Last updated: 11 Oct 2018