Outside of our core business hours (Monday to Friday 8am to 6pm) we provide telephone cover and you can also visit us in person at the Library most weekends (except during vacations). 

Telephone support 24/7, 365 days a year

We partner with Norman Managed Services to provide wrap around telephone cover which ensures that your call to the IT Service Desk will be answered 24/7, every day of the year including weekends, bank and public holidays and University closure days. For more information, please see our blog post New! Out of hours IT support.

To contact us by phone out of hours, use the usual Service Desk number (0118 378 6262) and your call will be automatically diverted. 

Library Counter weekend support

The IT Service Desk counter on the First Floor of Whiteknights Library is staffed by our DTS student helpers. For details when the IT Service Desk Counter is open, please see How to contact DTS.

What can the out of hours teams help with?

The out of hours teams can deal with a range of UoR specific and general IT queries, such as:

• General IT advice – they support Windows, Mac, and Linux
• M365 problems - helping solve issues with Teams, Word, SharePoint, PowerPoint etc.
• Blackboard, Canvas – general issues with logging on, finding files, uploading etc.
• Password resets – guidance on using the self service password reset (NB they will not be able to reset your password if you don't have MFA already set up, and they cannot reset MFA)
• How to connect to Eduroam Wi-Fi and troubleshooting wireless network issues
• Printing - how to connect to printer, troubleshoot issues and also can raise printer problems for the printer engineers (next working day)
• Email spam / phishing advice and basic IT security guidance such as how to run antivirus check
• Specialist software requests and help with accessing Apps Anywhere
• Loan laptops for students via the LapSafe lockers - how to borrow, use, and return
• Signposting to other UoR resources such as IT Self Service Portal and Knowledge Base, Library, Student Services, Campus Cards, Room Bookings…

If your query can’t be resolved, a ticket will be raised and passed back to DTS for investigation during our Service Desk opening hours.

Self Service Portal and email

The IT Self Service Portal is always open, where you can raise an issue or request many of our services. Answers to many common questions and detailed self-help documents can also be found by searching the Knowledge Base. 

Important: You can use the IT Self Service Portal (or email us) to raise tickets but they will not be seen by the out of hours teams. Anything that comes in via these channels will be picked up by the Service Desk on the next working day.

Page created by lm920207 on 24/03/25