Getting Help
The IT Helpdesk responds to a wide range of computer-related queries. The service is available to all staff and postgraduates (however staff and postgraduates from Departments or Schools are asked to contact their own Computing Officer in the first instance).
Users may report a problem by using the Online IT Helpdesk (Heat SelfService; STAFF ONLY) or by visiting the IT HelpDesk (location and opening hours). The IT Helpdesk normally has two members of staff in attendance, but they may be busy with other users or following up on a previous query. Users are handled on a first-come, first-served basis. Every effort will be made to resolve a problem during the visit but, for something that is likely to take more than 10 minutes, it may be necessary to leave the query with the Helpdesk staff and await a progress report.
To assist users, IT Helpdesk staff have also put together a comprehensive list of frequently asked questions, together with their solutions, in the 'How do I...?' section. Any known problems are highlighted in the Service Status web page.
Feedback on our service is always welcome. Please email your comments to the IT Helpdesk Manager.
Note: Undergraduates should direct queries to the Computer Assistant in the Student Computer Centres. The Computer Assistant can offer advice on standard Microsoft Office applications but cannot assist with specialist software such as Matlab. Assistance with such software is normally requested from the relevant lecturer. Undergraduates may visit the IT Helpdesk if they have problems with their passwords.
