Got an IT problem?

All IT problems, whether with equipment or software, should be reported to the IT Services Help Desk. This can be done:

• by reporting via Numara FootPrints
• by sending an email to helpdesk; this will automatically log your request in FootPrints
• by ringing the Help Desk on extension 7555 - phones are available in all computer areas of the Rutherford Building (RB), or
• in person

When reporting a problem, please be ready to provide the following information:

• Who you are (including username and department, but not your password)
• Which machine you are working at - there is a number on each computer
• The software you are using (if relevant)
• The symptoms of the problem and your actions leading up to it
• Any error message which appears on the screen - please write the words down exactly.

Promptly informing the Help Desk of any suspected hardware or software problems helps us to keep these facilities operating as efficiently as possible and minimise disruption to users.

Please do not simply to abandon a computer that has ceased to work correctly and move to another one without informing the Help Desk - this takes a computer out of use and makes problems harder to solve.

Help Desk staff will try to deal with problems where possible. If not, they will be passed on via FootPrints for the IT Technicians, network staff or other departmental specialists to deal with as soon as possible. You will be informed by email when a Technician accepts your job and in most cases you will also receive updates relating to the nature of the action taken.

If you have any follow-up queries on a report, the database is accessible by the Help Desk staff who can check on the progress of the job.

If you experience any problems with the response you obtain, then please email the Head of User Services with details.