We are here to help

Depending on the degree of importance and impact of your case, there are several way to request support from IT Services. For urgent teaching and learning or conferencing issues which require immediate on the spot support, it's best to call us by phone: +86 (0)574 8818 0009 (ext. 8009). For all other cases, the best way to reach us is using our IT self-service portal. Of course, you can always send us an email or visit our service desk located in room 302 in the Portland Building.


To view the real-time status and availability of our core infrastrtucture and services, please visit our service status page  

 

Support categories

IT Services provides a range of services and support to all students and staff on and off campus. We look after the core network and computing infrastructure and services including Wi-Fi, email, online storage, audio & visual equipment, teleconferencing and video conferencing facilities. System login and password, access control, desktop software applications are also maintained and supported by us.

The following list covers most common support categories that you can request from IT Services.

  • Account & password
  • Wi-Fi (eduroam & guest)
  • Email
  • Telephone, audio & video conference
  • Desktop software & web applications
  • Online storage & backup
  • Print, scan & copy
  • Digital equipment loan

Please note that cases opened with IT Services are handled systemically according to priority and ugency. We also have a library of how-to and troubleshooting guides available on our IT Self-service Portal, you are strongly encouraged to take advantage of this knowledge base at your own convenience.

IT Service Desk Plus

While our Service Desk is mainly for university infrastructure and devices, we went the extra mile to bring everyone IT Service Desk +. This is an one stop shop to get help and support for your personal devices. It is provided by a team of student technicians who are trained by our IT specialist.

This service is free of charge to all staff and students, including

  • Hardware diagnostic & repair *
  • Software installation and troubleshooting
  • Computer virus removal
  • Email &Wi-Fi issues
  • Other general system usage support

We are open every Wednesday afternoon from 14:00 to 16:00 in the south-side entry lobby of Portland Building.

 * Additional costs incurred from replacement parts will need to be paid by the device owner