The UIS Service Desk can now offer 24/7 support to staff and students with the most common IT service queries, such as:
- password resets
- help with multi-factor authentication (MFA)
- wifi setup and troubleshooting
- printing issues.
You can reach our advisors via the new live text chat window on the home page. If you’re unable to use this method, you can also phone us on 01223 332999. Help is available 24 hours a day, even on days when UIS is closed.
How it works
We have partnered with Northumbria University’s service desk provider, Norman, to provide an extension to our Service Desk (SD).
Our SD team will continue to answer phone calls and respond to tickets received via email and the Self-Service Portal during our normal service hours, 8.30am to 5pm, Monday to Friday.
Norman's advisors will answer calls to our SD number outside our service hours and on days when UIS is closed. They are also available 24/7 though the live text chat window on our website. If they are unable to resolve your query, Norman's advisors will escalate it to our SD team, who will pick it up during our normal operating hours.
Since we launched the service last month, Norman’s team has resolved about 250 queries per week, providing immediate help for staff and students with common issues. This has significantly reduced the workload for our SD team at a busy time of year and allows them to focus their expertise on any complicated or unusual cases.
Norman was established in 2006 as a shared service for the 5 universities in the North East Metropolitan Area Network (also known as ‘NorMAN’), and has worked with us successfully on projects such as the introduction of MFA.