IT Services, along with the Library’s Digital Support teams provide a range of IT support for students. In response to student feedback, a number of improvements have been made to enhance the services we offer to better support you during these challenging times.
How to access IT support
You can request IT support 24 hours a day online through the IT Support Portal. The Support Portal houses a searchable knowledge base that holds hundreds of articles answering the most common IT related questions that the Support Centre receives. The Support Portal also gives you the ability to raise a support ticket if you are unable to find the answer to your query through the knowledge base. IT Services, in partnership with the Library and have increased staff levels to manage enquiries coming through the Support Portal.
IT Services have also invested in a brand new phone system and expanded the number Support Centre team trained to work on the phone lines. These changes mean call wait times are significantly lower. The Support Centre continues to operate the telephone service as normal, as well as responding to the enquiries raised through the Support Portal. The phone service is available 24 hours a day including weekends and bank holidays.
Telephone: 0161 306 5544.
A single email address has also been set up that you can contact for accessing online learning support: firstname.lastname@example.org.
IT support in Halls of Residence
Extra staff have been assigned to work with Hornet, the provider of network services in Halls of Residence, to ensure greater access to IT support. Hornet representatives can help with all connection issues as well as basic IT support. At the current time we are attempting to resolve issues remotely wherever possible and will only attend in person if it is safe to do so.
Unfortunately, IT Services are unable to provide face-to-face support from the walk-up service desk in the Kilburn Building. The configuration and size of the room is not suitable for social distancing.
If you need support with applications like Blackboard, there is a dedicated web page containing information on where to get help.
Library Digital Support
You can contact the Library for remote IT Support using the Library Chat and Library Help service. The Library’s Digital Support team provide a wide range of support for students, including connecting to email and other University services, support for personal devices and help with Microsoft 365.
The Library provides a key element of on-campus digital support with its physical IT support desks in the Alan Gilbert Learning Commons and the Main Library. To support remote working, the Digital Support team have primarily moved onto the web-based Library Chat platform and you can get digital support through that channel.
The Library Digital Support team are planning to provide a blended model of support, including some on-campus digital support alongside Library Chat. This will be carefully managed in adherence to relevant COVID-secure guidance, and coordinated with IT Services colleagues. There are some practicalities to resolve to ensure we are following guidelines, so start dates for this will be confirmed and shared as soon as possible.
In the meantime, Library Customer Services teams will be on campus in Main Library, the Alan Gilbert Learning Commons and Joule Library, and can field digital support enquiries and refer you to the appropriate team.
In addition to these services, the Library is now working in partnership with IT Services to deliver a laptop loan and WiFi access scheme. This service offers a laptop loan or dongle (a device that allows access to the internet) if you meet certain criteria.