‌Contact us

• 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.
• 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.

In person

Visit us in person at one of our IT Service Desks in the Old Library or Philip Robinson Library.

Out of hours

Calls to our normal telephone number outside of standard opening hours will be passed automatically to the Out of Hours support service.

IT Service Desk

The main IT Service Desk (see contact details) is staffed 08:00-17:00, Monday to Friday.

Please see here for our opening hours over the Festive period

 Out of Hours Helpline

Telephone support is provided on a 24/7 basis.  Outside the hours detailed above, telephone support is provided by an Out of Hours support service.

 Social Media

Our Twitter feed (@NU_ITservice) is monitored 08:00-17:00, Monday to Friday - all requests for support should be made via our formal contact methods rather than via social media.

Out-of-Hours Support Service

The IT Service Desk partners with the Norman Out-of-Hours service to provide 24/7 support for University staff and students.

If you phone the IT Service Desk outside our main operating hours (detailed below) your call will be automatically transferred to the Out-of-Hours support team who are able to deal with a wide variety of common IT queries, including student password resets and assistance with the VLE.

However, not all queries can be resolved out of hours, e.g. staff password resets, network issues, etc.  If the Out-of-Hours service are unable to resolve your query, a ticket will be raised and passed back to the IT Service Desk for investigation during normal opening hours. This may result in a short delay to your query being resolved.

The University IT Service Desk and the Out-of-Hours support service can be contacted on our usual telephone number 0191 208 5999.

Important: our Self-Service option, to log and track your own request at https://nuservice.ncl.ac.uk/ is the quickest and most efficient method.

All emails sent to it.servicedesk@ncl.ac.uk will be responded to during our main operating hours.

The best way to find answers about IT services is to visit our Knowledge Base or use our search box (top right) which looks through the whole IT Service website.

Don't forget that Google is a great resource for finding the solution to specialised problems in a particular application.

‌The IT Service Desk is staffed by a dedicated team of experienced analysts.

All of our team members are responsible for handling customer requests and issues through to fulfilment and contributing to continual service improvements. 

• Kerry Dixon - Quality and Service Experience Manager
• Stephen Dobson - Service Desk Manager
• Tom Davidson  - Senior Service Desk Analyst
• Alan Willey - Senior Service Desk Analyst
• Lisa Barclay - Senior Service Desk Analyst
• Stephen Wearn - Senior Service Desk Analyst
• Noreen Akhtar - Service Desk Analyst
• Andy Ashmore - Service Desk Analyst
• Adam Devlin - Service Desk Analyst
• Susan Barnes - Service Desk Analyst
• Felicity Hutchings - Service Desk Analyst
• Lisa Robson - Service Desk Analyst
• James Longley - Service Desk Analyst
• Ben Stafford - Service Desk Analyst

During the University Business hours (08:00 - 17:00 Monday - Friday), the Service Desk staff aim to:

• Answer 95% of all incoming telephone calls.
• Answer 85% of all incoming telephone calls within 10 seconds.
• Provide a resolution for 50% of Customer incidents and 65% of service requests.
• Resolve 40% of Customer incidents and 60% service requests at first point of contact.
• Respond to emails within 1 business day

What we ask of you:

• Supply sufficient basic information (such as username, contact details, device name and a full description of your issue) so that we can accurately log a ticket for you.
• Tell us if you have previously logged a ticket for a similar issue and provide the ticket number (if available).
• Tell us if you have resolved your issue or the request is no longer needed.
• We may require additional information or clarification in order to progress your ticket and/or escalate to the relevant 2nd or 3rd line support team

Please Note: During Registration and the start of the new academic year (1^st August to 30^th November), our response times may be impacted as a result of the increased contacts we receive