IT Services Helpdesk
IT Services provides advice on many topics arising from the use of computers in the University, from hardware faults on desktop and classroom computers, to problems with word-processing and viruses.
There is also a PC clinic available, providing a wide range of computer services to staff and students who require help with their personal computing equipment.
The Helpdesk is closed every Friday between 09:30 and 10:30 for staff training.
How to contact the Helpdesk
Online:
- Helpdesk enquiry form
- email: please send your queries to helpdesk. If sending from outside St Andrews please remember to add @st-andrews.ac.uk
Your request for assistance will be entered into the Helpdesk call management system (UniDesk) and you will be sent a unique call identifier by email.
You should send any further email relating to your call to the Helpdesk:
- In the subject field please include the call identifier number, of the form Iyymmdd-xxxx where yymmdd is the date, and xxxx is the daily number. Note that the call identifier number starts with an 'I'.
If you have problems with your computer account or if you need face-to-face help, please visit the Helpdesk. The Helpdesk is located in the Main Library.
The Helpdesk is normally staffed Monday to Friday 08:45 to 18:00 (but during this summer vacation: 09:00 to 17:00).
If you are unable to use the online form or email, or to visit the Helpdesk, you may telephone (01334 46) 3333. A voicemail system is in use where you can leave a recorded message for the Helpdesk; but please bear in mind that contacting the Helpdesk by telephone may delay resolution of your query.
We also offer a limited extended cover service, for University staff to report urgent core service faults occurring outside normal hours.
Remote assistance
The Helpdesk can now offer PC and Mac users help via TeamViewer, which allows the Helpdesk to connect to your computer and control it remotely. Using this system we can look at your computer without having to visit your office. We can discuss your problem or query and we may be able to fix it without the need for a personal visit. Please be aware that this procedure requires us to take control of your computer remotely, but you can stop the process at any time, and we will not look at anything unrelated to your problem.
If you wish to use this service see the web page on remote assistance for further information.
On-line help
- On-line help on common topics (such as email) is also available