IT Support

IT Services provide a comprehensive support service to all UCD staff and students on all of our services. You can access support through our IT Helpdesk.

NEW JULY 2021: UCD IT Services are pleased to announce the launch of our new IT Support Hub, a single location for all IT knowledge, help and service requests. 

Go to www.ucd.ie/ithelp

This self-service portal provides a new method of contacting our IT Helpdesk and accessing IT support. 

The portal enables you to contact us with your query or to log a new incident, review and communicate with us on your open incidents and request common services. It also provides a new searchable knowledge base where you can find answers to our most common queries, view instructional guides and learn about our services.

To get the most out of the portal, you must log in using your UCD Connect account.

 

The IT Support Hub will replace the our current ithelpdesk@ucd.ie email address.  The mailbox will no longer be monitored from Friday 16 July.

More information on the IT Support Hub can be found in the section below.

 

If your issue is time sensitive you can still phone our IT Helpdesk on 01 716 2700.

 

IT Centre bookings will resume from September 1st 2021, subject to governement guidelines.

To book an appointment in our IT Centre, please follow the link to our booking system here.

Remote support sessions are available and can be arranged by contacting our IT Helpdesk.

Open All

Information on our support service is being migrated to our brand new Knowledge Base.  Go to our IT Support Hub and search by keyword.

 

You can contact us through our IT Support Hub at www.ucd.ie/ithelp.

 

Get Help

You can create your own Support Incident with us by submitting your query or issue directly, where one of our IT staff will assist you. By logging into the IT Support Hub, it will speed up the process of submitting your query.  Use your UCD Connect account to login.


Incident Tracking

By signing in to the IT Support Hub, you can see your open Incidents, view updates, and communicate with our IT Helpdesk team.

 

Knowledge Base

There is also a searchable Knowledge Base where you can find answers to our most common queries, view instructional guides, and learn about our services.  Our Knowledge Base will be growing all the time as we generate answers to your questions. 

 

Request Services

Requesting a service has gotten easier through Request Something. You can track the progress of your requests in My Open Incidents.

 

You will receive an email in relation to your query/request so you can also respond directly to it with any updates


UCD IT Services have partnered with Fujitsu Ireland using ServiceNow to deliver our IT Support Hub, and this is reflective in the URL for our new service

 

Remember if your issue is time sensitive, you can still phone our IT Helpdesk directly at 01 716 2700

 

Information on our support service is being migrated to our brand new Knowledge Base.  Go to our IT Support Hub and search by keyword.

 

Our IT Helpdesk is available to assist you and provide information on a wide range of IT issues.

 

Contact us:

www.ucd.ie/ithelp

tel: +353 1 716 2700  ext:  2700

 

Hours of service: Monday to Friday, 9am to 5.30pm

 

Please provide as much information as possible when you contact us. For example:

  • Your Connect username
  • MAC address of your device, if you are trying to connect to the UCD network
  • The model of your computer other IT device
  • The operating system of your computer, e.g. Microsoft Windows 10 Pro, Apple Mac OS X
  • As puch detail as possible about problem you are having

When you contact us either through our IT Helpdesk or through our IT Centre service, an Incident is logged for you using our call logging software, Service Now.

You will be given an incident reference number in the format INC000123, which you should keep for your records and use for all correspondence with us on that particular call. You may receive updates directly through our call logging software from the person working on your incident. This is a feature of our software that allows us to keep track of correspondence and updates related to your call.

 

If our IT Helpdesk team cannot resolve your query directly, your call will be escalated to our subject specialists within IT Services.

 

Information on our support service is being migrated to our brand new Knowledge Base.  Go to our IT Support Hub and search by keyword.

 

IT Services provide face to face support for all UCD staff and students through our IT Centre service.

 

Our face to face IT Centre service will resume on September 1st 2021, subject to government guidelines 

 

To book an appointment, please go to Booking Centre

 

Remote support sessions are also available and can be arranged by contacting our IT Helpdesk.

 

Hours of service: Monday to Friday, 9.45am - 4.45pm

Closed for lunch 1pm - 2pm

 

Please note:

  • Face coverings are mandatory when attending an IT Centre appointment.
  • Laptop area is closed and all non essential seating is unavailable.
  • Our IT Centre in Health Sciences will remain closed.

Information on our support service is being migrated to our brand new Knowledge Base.  Go to our IT Support Hub and search by keyword.

 

IT Services provides a deskside support service to staff members across campus.

 

Issues arising with staff PCs on campus will continue to be triaged remotely. If there is no resolution remotely and our team deems that a deskside visit is necessary, an appointment will be made with you to visit your location.

 

Please read and pay particular attention to the Conditions of Service for deskside callouts that you will be asked to adhere to, in advance of your appointment.

 

Please note:

  • If your computer is in an area where social distancing cannot be effectively maintained for the duration of your appointment, you will be required to leave the space, for the duration of the visit, but also be contactable during this time.
  • In order to reduce contacts, deskside visits will not be made to mobile devices such as laptops. An appointment can be made to bring laptops and other mobile devices to the IT Centre.