The IT Service Desk is currently responding to a large volume of calls. Please contact us online or by email.
The IT Service Desk is open today between: 9:00am and 5:00pm
Walk-in support is also available during business hours in the Dreadnought building, Stockwell Street Library, Avery Hill Library, and Medway Drill Hall.
The IT Service Desk is the first point of contact for all issues and queries relating to our services and software. We provide IT support for students, staff, affiliates and visitors.
Please use our online chat or Support Form or email the IT Service Desk to submit requests as this allows the speediest method of triage. If your query is urgent, please follow up with a phone call so it can be prioritised.
Before sending in your request please check our guidance which is being updated regularly.
Check our Service Status page to see whether the university's systems are all working as expected, or if there is a known outage. Find out more about how we manage our Service Status page here.
Our Return to Campus – IT Equipment page is regularly updated with information about changes we have made to office, teaching and learning equipment.
Check out our tips for returning to your Desktop PC, which might not have been switched on since March. Your office PC may have been off since March so please be patient as it updates with the latest software.
If you are working from home, you can still access all of the systems you need remotely.
Please use our online chat or Support Form or email the IT Service Desk to submit requests as they are the speediest methods of triage. If your query is urgent please follow up with a phone call so it can be prioritised.
Our ChatBot is available 24/7 and will guide you to help and advice available on our support pages. If your query can't be resolved by the ChatBot you'll be redirected to a member of staff during office hours, or be prompted to email your query to the IT Service Desk where it will be automatically logged and responded to during our opening hours.
To help us deal with your call quickly, please provide the following information however you contact us:
Where possible, the IT Service Desk will attempt to resolve your call when you first contact us. We may also ask for more information to help resolve the call. If it is not possible for the IT Service Desk staff to resolve it, the call will be assigned to another team.
Please note: All calls are given a Service Desk (SD) reference number which you will see quoted in an acknowledgement email when your call is logged. Please include the reference number in any correspondence about the call.
The IT Service Desk assigns a priority to your call based on impact and urgency. This helps us prioritise critical calls, such as fixing equipment in lecture theatres. We also set a target date and time by which we expect to resolve the call.
Check whether the university's systems are all working as expected, or if there is a known outage on our IT Service Status page.
We use the IT Service Status page to notify staff and students of planned system downtime, and to alert you to known issues or outages. Updates will be provided for all university supported IT systems, including:
The IT Service Status page is hosted off-campus and will continue to be updated even if other university systems are unavailable for any reason. The page will normally be updated from 9:00am to 5:00pm between Monday and Friday, excluding Bank Holidays and university closure dates.