The IT Service Desk is the first point of contact for all problems and queries relating to our services and software.

The IT Service Desk is open today between: 9:00am and 5:00pm

Telephone

+44 208 331 7555

File a support request

Support form

In person

Dreadnought D245

Our dedicated team of First Line Support staff have a broad knowledge and in many cases can deal directly with requests. When this is not possible they will assign it to colleagues in Second Line Support (campus) or specialist teams, whichever is most appropriate.

The IT Service Desk operates a telephone call handling system to enable us to provide a means to queue calls if all the IT Service Desk staff are busy. It also allows us to monitor how often calls are abandoned or lost. 

Emails are checked regularly and appropriate calls logged automatically on the system. If necessary we will contact you for further details.

IT Service Desk

The IT Service Desk operates a telephone call handling system to enable us to provide a means to queue calls if all the IT Service Desk staff are busy. It also allows us to monitor how often calls are abandoned or lost. 

Emails are checked regularly and appropriate calls logged automatically on the system. If necessary we will contact you for further details.

The IT Service Desk is the first point of contact for all problems and queries relating to our services and software. Our dedicated team of First Line Support staff have a broad knowledge and in many cases can deal directly with requests. When this is not possible they will assign it to colleagues in Second Line Support (campus) or specialist teams, whichever is most appropriate.

Raising a call

We ask all members of the University to send their IT queries and problems via the central IT Service Desk. In this way your problem, request or query can be dealt with directly or passed on quickly to the appropriate team, either local IT support in a locality or a specialist central team.

Before you contact us

When calling the IT Service Desk please ensure you have...

  • Your Username
  • Full details of the problem, this could include details of any error messages you may have received
  • The name of any applications you may be encountering problems with
  • The UG number of any hardware that may have a fault
  • The number of people the problem is affecting.

Having these details ready before you ring will help us deal with your call more efficiently.

If sending a query by email it is necessary to provide the following details:-

  • Name and Username
  • Telephone Extension
  • Location
  • Brief summary of the problem including UG number of any affected hardware

Following up / What happens next?

Where possible, the skilled staff on the IT Service Desk will attempt to resolve the problem or query. They may also ask more questions to help resolve your query. If it is not possible for the Service Desk staff to resolve it, they will pass the incident onto another team:

  • Campus teams support faculty-specific services, maintain local IT hardware and are sometimes the expert who can visit in person. 
  • Specialist teams maintain centrally supported services (including email, remote desktops and the University networks) and can fix problems with and answer more detailed questions about those services.

Please note: All queries are given a call reference number which you will see quoted in an acknowledgement email when your call is logged in the system. Any correspondence about the query should include the call reference number in the subject line of an email.

How long will it take?

The IT Service Desk assigns a priority to your request based on impact and urgency. This ensures teams prioritise critical queries (such as fixing equipment in lecture theatres). It also sets a target date and time by which we expect to solve the problem or answer the question.

Tracking incidents

You can also e-mail to enquire about your incident or add further information. As long as you include the call reference number in the subject of the e-mail (e.g. by replying to an email from us), what you send us is automatically added to the call record and will be seen by whichever team or support staff is looking at it.

In person support

The IT Service Desk team are busy people, but if you want to pop over and speak to them in person, they'll happily put down a phone and talk to you!

However, you can also drop by the library and ask for some help there. The Librarians are great with books and dealing with questions about references, but they also know their way around most of he common software packages and university systems!

IT Service Status

The IT Service Status website display any major IT issues within the university. 

You can view the Service Status site from any mobile device or PC at https://servicestatus.gre.ac.uk 

It is hosted off-campus so that is can be updated even if all university networks are available