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Cluster IT Service Desks

Cluster IT Service Desks

In response to rapidly changing circumstances during Covid-19 and the need to ensure the safety of our staff and students,  we will be making some changes to our in-person IT support.  Please check our webpages regularly for updates to our service offering which may change in light of any new guidance from the Government or University.   

Old LibraryOur in-person IT support (which is currently offered by appointment) will be available until Thursday 7th January to honour existing requests for support.  After this time our desk will be suspended until further notice.

Philip Robinson LibraryOur in person IT Support in the Philip Robinson Library will remain suspended until further notice.

All of our IT support will be handled remotely via the following methods:

  • Search our knowledgebase https://services.ncl.ac.uk/itservice/knowledge/
  • Self-service - log and track your own request at https://nuservice.ncl.ac.uk/ - this is the quickest and most efficient method. For help with self-service please refer to the following training guides for staff and for students.
  • If your query is urgent, contact us via telephone on 0191 208 5999 or internal extension 85999. Please note that your call may be recorded for quality and training purposes.
  • If you have a specific enquiry about IT facilities in the Great North Museum, INTO, Physical Recreation & Sport or the Students' Union, please see our Local IT Support information.
  • If your query is not urgent, contact us via email at it.servicedesk@ncl.ac.uk

 We will still pro-actively monitor and respond to on-campus issues with physical kit in our centrally supported cluster rooms which remain open,  some attendance to on-campus issues may not be same day service. 

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We provide in person support at our IT Service Desks in the Old Library and  Philip Robinson Library with roving support at the Marjorie Robinson Library Rooms via our desk in the Philip Robinson.  

In addition to dealing with regular IT enquiries, our Cluster IT Service Desk analysts carry out administrative tasks, such as password re-sets and handling student printing difficulties.

We provide first line support for IT equipment in our clusters.

We also provide a connection clinic (details below) to help you get your own devices connected to the University WiFi.

Your feedback really helps us understand what we do well and where you think we can improve our services. You can give us your feedback  via our 'How are we doing?' comments card, which you can find next our IT Service Desks in both the Old Library and Philip Robinson clusters.  We review the cards on a weekly basis; if you've left your contact details, we aim to respond to your feedback within 1 working week.

You can also provide feedback on any aspect of IT Service via the Comments, Complaints and Compliments process.