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IT Services

Help & Support

Help & Support
  1. IT Services
  2. Help & Support

Having trouble with your tech? Tailored specifically for students, staff and visitors, check out these useful FAQ guides to troubleshoot your issues before contacting our QMUL ITS Service Desk.

We offer many ways of getting help with your computer and IT issues.

IT Service Desk

The IT Service Desk is the first point of contact for all IT help and support. We have a number of ways to contact the IT Service desk including:

  • Live Chat. You can contact the IT Service Desk 24/7 by clicking on the IT Live Chat button.
  • Telephone. You can also call us on 020 7882 8888 from Monday to Friday, 7am-7pm. We also offer Out-of-Hours support; details about which can be found further down this page.
  • Email. Send us a message at servicedesk@qmul.ac.uk.
  • Self-service Portal. Use our online system to submit a ticket any time, day or night. 

Face-to-Face Appointments 

ITS can troubleshoot most issues by phone, Live Chat, email, and our self-service portal. If we’re unable to resolve your issue via these channels, we will then schedule a face-to-face appointment with a Level 2 Campus Customer Support (CCS) team member. Although we can meet with you anywhere on campus as required, we usually hold face-to-face appointments in the following places:

  • Mile End: Room G15 in the Francis Bancroft building (room G15 also houses the ITS Equipment Provision Team (eg, laptops, accessories, etc).
  • Whitechapel: Room 2.42, Garrod Building.

Room G15, along with the IT Service Desk in Department W, do not offer walk-in services and can be used by appointment only. To schedule an appointment, please submit a service desk ticket or contact us on Live Chat.

Self Help

Rather not wait? Try our useful self-help resources for details on managing your systems and devices, and guides on how to help resolve common IT problems yourself. 

Service Status

Find the latest news about service issues and any scheduled maintenance on the IT Service Status webpage.

Popular Questions & Answers

For our most commonly asked questions and issues, please refer to the items below.

To access all the support and learning technologies that are available we recommend that you have the following equipment:

  • A laptop or desktop PC with a camera, microphone, internet access. The computer you use does not usually need to be a high specification, but should comfortably run IOS or Windows10. If your computer was new within the last 4-5 years, it should enable you to access the primary applications.
  • A laptop is recommended as laptops are better enabled for completion of assignments and engagement in the digital learning environments.  Laptops also enable learning from home, on campus and during travel to and from campus.
  • A reasonably fast and reliable internet connection is required to participate in online tutorials and lectures.  If your internet connection at home is not very good consider whether you can use an internet connection somewhere else (for example a workplace, library or friend’s house dependent on the Government’s latest guidance) when you need to study online or join an online tutorial. If you are moving into new accommodation don’t forget to ask about the availability of wifi.
  • A headset or earphones with a microphone. To more fully participate in online tutorials, you’ll need a headset with a microphone. You might be able to use a built-in microphone if your computer has one, but you’ll be able to hear, and be heard, more clearly with a headset.

We recommend using a laptop or PC computer for all university work and assignments to ensure you have the best access to resources. 

We recommend using a laptop or PC computer for all university work and assignments to ensure you have the best access to resources. 

Queen Mary offers a hardship fund for exceptional or unforseen costs. You may be eligible for help from the financial assistance fund.

Yes, you have free access to Microsoft Office Suite.

Escalations

Need more assistance? If you have submitted a ticket, gone through the usual support process and you are not satisfied with the level of service or timeliness of a resolution, you can escalate IT issues. Learn more about how to escalate tickets here.

For Students

FAQs

Access FAQs central to students studying at QMUL, including daily operation of QMUL IT services, managing web accounts and more.

Tutorials & Guides

View students tutorials and guides for various software used throughout QMUL as well as helpful guides to help you get up and running.

Campus Equipment & Training

QMUL have provided additional information regarding borrowing campus equipment and rooms as well as industry-standard training for these devices.

Policies & Procedures

Unsure of the policies and procedures regarding QMUL IT services? Tap here for more information on using these services in a safe and efficient way.

For Staff

Solutions for QMUL Faculty & Staff

As esteemed members of Queen Mary University of London, we understand that your productivity and success depend on seamless technology solutions and expert assistance. Simply tap any of the below categories to get started.

FAQs

Access FAQs central to staff at QMUL, including daily operation of QMUL IT services, managing web accounts and more.

Tutorials & Guides

View staff tutorials and guides for various software used throughout QMUL as well as helpful guides to help you get up and running.

Campus Equipment & Training

QMUL have provided additional information regarding borrowing campus equipment and rooms as well as industry-standard training for these devices.

Policies & Procedures

Unsure of the policies and procedures regarding QMUL IT services? Tap here for more information on using these services in a safe and efficient way.

Forms & Documents

Review and see most popular questions for staff/alumni forms and documentation regarding QMUL.

For Visitors

Solutions for Friends & Visitors of QMUL

For our respected guests at QMUL, we understand that IT Services have a pivotal role during your visit to our campus. For us to be able to best help you, simply tap any of the below categories below to get started.

FAQs

Access FAQs central to visitors at QMUL, including daily operation of QMUL IT services, managing Wi-Fi credentials and more.

Tutorials & Guides

View visitor tutorials and guides for various software used throughout QMUL as well as helpful guides to help you get up and running.

Policies & Procedures

Unsure of the policies and procedures regarding QMUL IT services? Tap here for more information on using these services in a safe and efficient way.
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