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IT Service Desk

The Service is for

Staff, Students

Service Description

Information Services, IT Systems and Services provides the IT Service Desk (AKA Help Desk) for support regarding university owned hardware and software on the university network, network and email account issues and general IT queries.  Additionally, support is provided for Bring Your Own Device (BYOD) issues.

Contact Details

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

Online:     Use the Request IT Support in Queen's Online or log your problem online using Sitehelpdesk. 

Tel:           Phone ext: 3760.  Computer Helpdesk staff can be contacted during opening hours (9.00am to 5.00pm).
                 Note: Outside opening hours please email itservicedesk@qub.ac.uk or use Sitehelpdesk 

Email:       Email itservicedesk@qub.ac.uk.      Note: You must use your Queen's email address when sending a message to Advisory. 

Visit:         Visit the IT Service Desk on the ground floor of the McClay Library (Google Map). 

 

Sub-Services

  • WiFi
  • Computer Imaging
  • Specialist Printing
  • Network Access
  • BYOD
  • Service Desk software (SiteHelpdesk)
  • CMS
  • Smart card
  • Computer Assistants
  • Endpoint Security
  • Service Status
  • Software Supply

Additional Support Information

Service Hours

The Service is supported from 09:00 - 17:00, Monday to Friday, except for holidays and key dates.  Details of which can be found at http://www.qub.ac.uk/sites/StaffGateway/WorkingLife/Holidays/ 

Outside of agreed support hours, access to the Service may be affected due to system upgrades, maintenance etc.

Support Hours

The Service is supported from 09:00 - 17:00, Monday to Friday, except for holidays and key dates.  Details of which can be found at http://www.qub.ac.uk/sites/StaffGateway/WorkingLife/Holidays/ 

Outside of agreed support hours, access to the Service may be affected due to system upgrades, maintenance etc.

Service Owner

Jim Cunningham, Assistant Director (Information Services)
j.cunningham@qub.ac.uk or Tel. +44 28 9097 6088

  • Autumn semester
  • Spring semester

IT Systems and Services is committed to providing excellent customer service to help and assist in the effective use of the Service.  Standard response times to all requests are available.  Queen’s IS Department has a standard response time to all Incidents & Requests detailed at [link to be inserted].  Any Incidents or Requests in relation to the Service will be responded to within the agreed timeframe.  Please note that these response times refer to normal supported hours. 

Outside of these agreed response times, the agreed escalation points are as follows:

  • Level One escalation
    •  Leona McClintock, User Support Technician Team Leader
    •  l.mcclintock@qub.ac.uk or Tel: 028 9097 6206            
  • Level Two escalation
  • Level Three escalation

Last updated: June 2020