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Accessing the Service

If you have an IT query or would like to report an IT problem:

Use the Online Computer Helpdesk in Queen's Online.  Log your problem online using Heat Self Service (HSS). Note: This is for Staff Only!  Download the HSS User Guide to find out more about the service (pdf file - 12 pages)
   Phone ext: 3760.  Computer Helpdesk staff can be contacted during opening hours (9.00am to 5.00pm).  Note: Outside opening hours please email or use the Online Computer Helpdesk in Queen's Online
   Email You must use your Queen's email address when sending a message to Advisory. Non Queen's email is filtered to the junk mail folder
   Visit the Computer Helpdesk

The Computer Helpdesk is located on the ground floor of the McClay Library (Google Map).  It is open Monday to Friday from 9:00am to 5:00pm.  During opening hours User Support technicians are present to advise users who contact the Helpdesk in person, by phone or through email.  Note: Outside opening hours, leave a query on the Voicemail service (ext: 3760) or email

All problems are recorded in the Heat database so that it can be tracked.  The system requires your staff or student number so please make sure that you have it available.

Note: Staff meetings are held between 2:00 pm and 3:00 pm on the last Wednesday of each month.  The Helpdesk will be unattended at this time, although messages may still be left on voicemail.

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