IT Service Desk
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 IT Service Desk is closed every Friday between 09:30 and 10:30 for staff training.
How to contact the IT Service Desk
- Email: please send your queries to itservicedesk. If sending from outside St Andrews please remember to add @st-andrews.ac.uk
- IT Self Service - create calls and keep yourself informed of progress
If you have a University of St Andrews user account you can now access the IT Service Desk incident management system directly. Using IT Self Service you can create a new call and view the progress of any current calls raised on your name. You can also edit your active calls, update supporting files if required, and print out a copy for your records.
Log in to IT Self Service
- External enquiries (using the IT Services enquiry form)
If you do not have a University of St Andrews user account please use the IT Service Desk enquiry form.
IT Service Desk enquiry form
Using any of the above options your request for assistance will be entered into the Service Desk 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 Service Desk:
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'.
- Face-to-face help
If you have problems with your computer account or if you need face-to-face help, please visit the IT Service Desk. The IT Service Desk is located in the Main Library.
|Monday – Thursday||09.00 – 18.00|
|Friday||09.00 - 18.00 (closed for staff training 09.30 - 10.30). Voicemail is available.|
|Saturday||10.00 – 17.00 (Front desk service only)|
11.00 – 18.00 (Front desk service only)
If you are unable to use the online forms, email, or visit the Service Desk
- You can telephone the IT Service Desk on (01334 46) 3333. A voicemail system may be in use. If so, please leave a recorded message for the IT Service Desk; but please bear in mind that contacting the Service Desk by telephone may delay the resolution of your query.
- Limited extended cover service
For University staff to report urgent core service faults occurring outside normal hours.
Service Level Agreement
Our Service Level Agreement (SLA) sets out what service you can expect when logging a call with the IT Service Desk, whether it be a question, problem or a request for assistance. Please see the Service Level Agreement web page for more details.
Suggestions - how can we improve our service to you?
IT Services values your opinion. If you have a idea to improve our service please use the suggestions form below. To thank you we will enter your name into our quarterly prize draw to win free coffee for a month* at any of the University's coffee shops**.
* The prize will be a voucher for 28 hot drinks
** Participating coffee shops: Physics, School of Medicine, Gateway, and Main Library (Please note: Physics, and School of Medicine coffee shops are closed during the summer vacation.)
The IT Service Desk can now offer PC and Mac users help via TeamViewer, which allows us 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.
N.B. Unless you first contact us by email or telephone, the IT Service Desk will never ask to initiate a remote session using TeamViewer.
If you are contacted by email or telephone, and you have not contacted the IT Service Desk requesting assistance, decline the request then alert us so that we can investigate further.
Download and activate TeamViewer
Choose the appropriate version of the TeamViewer program to download as guide by your analyst, and save the file to your desktop.
TeamViewer client version 9
TeamViewer client version 10
For further information please see the web page on remote assistance.
- On-line help on common topics (such as email) is also available