The Service is for
Staff, Students
Service Description
Information Services, IT Systems and Services provides the IT Service Desk for IT 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. A face-to-face service is available in the Atrium, Ground Floor, Mc Clay library, the MBC library and at certain periods the Mulhouse (RVH) library.
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 internal: 3760 or external: +44 28 9097 3760. IT Service Desk 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 are advised to use your Queen's email address.
Visit: Visit the IT Service Desk on the ground floor of the McClay Library (Google Map).
Sub-Services
- Wi-Fi
- Computer Imaging
- Poster 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
David Nelson, Assistant Director - Information Services, IT Systems & Services (Interim)
d.j.nelson@qub.ac.uk or Tel. +44 28 9097 6088
- Autumn semester
- Spring semester
- August - A Level Clearing
- September - Enrolment & Registration
- May and June - Second Semester Examinations
- August - Supplementary Examinations
IT Systems and Services is committed to providing excellent customer service to help and assist in the effective use of the Service. The Infromation Services, IT Service Desk has a standard response time to P3 Normal Incidents of two (2) hours, resolved within three (3) working days with a Service Request response time of five (5) hours and resolved within seven (7) working days. Incidents and Service Requests will be responded to within the agreed timeframe. Please note that these response times refer to our normal supported hours - Monday to Friday, 09:00 - 17:00.
Outside of these agreed response times, the agreed escalation points are as follows:
- Level One escalation
- Millar Neill, User Support Technician Team Leader
- m.neill@qub.ac.uk or Tel: 028 9097 6202
- Level Two escalation
- Barry McKinney, User Support Services Manager
- b.mckinney@qub.ac.uk or Tel. 028 9097 6147
- Level Three escalation
- David Nelson, Assistant Director (Interim) - Information Services, IT Systems & Services
- d.J.nelson@qub.ac.uk or Tel. 028 9097 6088
Last updated: October 2022