Queen Mary University of London IT Services

Queen Mary University of London IT Services

Queen Mary University of London IT Services

Stay Cyber Aware

Following the recent rise of ransomware attacks, IT Services asks staff and students to remain vigilant and to take extra care when opening emails from unknown sources or from a known source but with unknown/suspicious content.

Please be wary of any emails asking you to log in to view documents or check accounts, phishing emails are becoming increasingly sophisticated. If in doubt delete the email, do not click on the link provided, enter your QMUL password or respond to the email. QMUL will never send you an email asking for your password or bank details.
If you have any concerns, please call the IT Service Desk straight away on 020 7882 8888 (x8888). Free cyber security awareness training is also available for staff and students.

Protection/prevention advice:
• Do not click on any links or open attachments contained within unsolicited emails.
• Do not reply to scam emails or contact the senders in any way.
• If an email appears to have come from a person or organisation you know of but the message is unexpected or unusual, contact them directly via another method to confirm that they sent you the email.
• If you receive an email which asks you to log in to an online account via a link provided in the email, instead of clicking on the link, open your browser and go directly to the company’s website yourself.
• If you have clicked on a link in the email, do not supply any information on the website that may open.

 

IT Service Desk

The IT Service Desk at Mile End campus provides front-line user support services for students and staff.

In addition to providing a drop-in service for help and advice on a wide range of computing issues at QMUL, we typically deal with:

  • registration issues (resetting passwords, accounts etc)
  • problems accessing our systems and services (email, Wi-Fi etc)
  • computing advice and information
  • desktop support.

You can call the IT Service Desk 24/7 on 020 7882 8888 or raise a ticket. You can visit us in the Queens’ Building on the Mile End Campus. Our opening hours are Monday to Friday, 8am-6pm.

Out of Hours phone support (NorMAN)

Our 24/7 phone service, called NorMAN, can be reached by dialling the usual IT Service Desk number, 0207 882 8888. They can be contacted between 4pm – 8am on weekdays; all weekends, College Closures and Bank Holidays.

NorMAN can deal with a range of general IT queries but some services are not yet available, such as issuing passcodes. If your query can’t be resolved, a ticket will be raised and passed to the IT Service Desk for further investigation.

Our promise

The IT Service Desk is dedicated to providing effective and efficient day-to-day support and request fulfillment to our students, staff, guests and partners. Our aim is to resolve user issues on first contact. When this is not possible, we will promptly escalate the issue to the appropriate specialist within IT Services. We will provide a satisfactory resolution within a timely manner.

We will treat our customers with respect and make sure that all issues raised are dealt with promptly, while providing a friendly, professional service. We expect our users to treat us in return with respect and professionalism.

Our highly-trained staff promise to:

  • Listen and understand
  • Keep you updated
  • Request feedback

We are always seeking ways to improve. Our staff will receive appropriate training, both technical and customer-focused, where we can do more at the first point of contact.

If you have concerns about how your query is, or has been managed, or you are not getting the response you need please email: its-feedback@qmul.ac.uk.