Help and Support
The ISS Service Desk provides a customer-focused point of contact for all your IT related problems and queries.
Before you contact us (or the Learning Zone Support Desk) you may be able to find the answer to your query in Lancaster Answers.
When and how you can contact us
When we’re open:
- 9am-5.30pm Monday to Wednesday
- 9am-5pm Thursday and Friday
- For urgent lecture theatre faults we offer a service from 8.30am
How you can contact us:
- Phone us from internal campus phones on 10987
- Phone us from your mobile or home on (0)1524 510987
- Email us at firstname.lastname@example.org
- In person at the Learning Zone Support Desk - this is the main place to get face-to-face IT support at Lancaster. Our friendly team of Support Assistants at the desk can help you with University IT systems and software, as well as with your own personal devices.
What happens when you contact us
When you contact us, we will:
- Ask for your username to log the call.
- Ask questions to help us diagnose the fault or fully understand the request.
- Aim to resolve your issue at first-line, and if we can't we will assign it to a technical specialist for further investigation.
- Give you a call reference number to assist in tracking the progress of the call.
It is helpful for us if you:
- Have your username to hand (e.g. bloggsj). This is so that we can log the call correctly for you (we will never ask you for your password).
- We will ask you to provide us the machine name. If this is not available, then the IP address of the computer would also help. On ISS supported computers the name and IP address can be viewed via the PCInfo icon on the desktop.
- Tell us where you are located, i.e. department, site, building and room number.
- Describe the problem in detail, including any error messages you may have received.
Out of hours
Outside the opening hours shown above you can:
Problems and requests will be monitored and responded to within the standard opening hours shown.
We attempt to keep University IT services available 24/7. Systems are monitored round the clock, so issues affecting them are usually known about and issues with critical systems responded to.