The IT Service Desk provides front-line user support services for students and staff.
The IT Service Desk can help and advise on a wide range of computing issues at QMUL, we typically deal with:
- registration issues (resetting passwords, accounts etc)
- problems accessing our systems and services (email, Wi-Fi etc)
- computing advice and information
- desktop support.
Out of Hours phone support (NorMAN)
Our 24/7 phone service, called NorMAN, can be reached by dialling the usual IT Service Desk number, 0207 882 8888. They can be contacted between 7pm - 7am on weekdays; all weekends, College Closures and Bank Holidays.
NorMAN can deal with a range of general IT queries but some services are not yet available, such as issuing passcodes. If your query can’t be resolved, a ticket will be raised and passed to the IT Service Desk for further investigation.
The IT Service Desk is dedicated to providing effective and efficient day-to-day support and request fulfillment to our students, staff, guests and partners. Our aim is to resolve user issues on first contact. When this is not possible, we will promptly escalate the issue to the appropriate specialist within IT Services. We will provide a satisfactory resolution within a timely manner.
We will treat our customers with respect and make sure that all issues raised are dealt with promptly, while providing a friendly, professional service. We expect our users to treat us in return with respect and professionalism.
Our highly-trained staff promise to:
- Listen and understand
- Keep you updated
- Request feedback
We are always seeking ways to improve. Our staff will receive appropriate training, both technical and customer-focused, where we can do more at the first point of contact.
If you have concerns about how your query is, or has been managed, or you are not getting the response you need please email: firstname.lastname@example.org.