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 and face to face, through our IT Centre service.

In response to the Covid-19 pandemic, from September 2020, pre-booking is essential if you require face to face support. Please select our IT Centre tab below for information on how to book a support session with us.

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

 

Contact us:

tel: +353 1 716 2700  email: ithelpdesk@ucd.ie  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, printer or other IT device e.g. Dell latitude laptop
  • 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.

 

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

 

From 1 September, 2020, face to face service will be provided from our IT Centre Daedalus, by appointment only.

Bookings can be made through Booking Centre here. (UCD Connect account login is required)

 

Additionally, UCD staff can make a booking through the People Development site through the UCD Connect page.

There is a maximum capacity of 3 customers in our IT Centre at any given time. There will be 18 sessions per day and each session will be 45 minutes duration.

 

When completing your booking, please read and pay attention to the Conditions of Service before completing your booking.

 

If you cannot get an appointment straight away, you can continue to use our IT Helpdesk service and a member of our team will contact you to provide assistance.

 

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

Closed for lunch 1pm - 2pm

 

Please note the following changes from September 2020:

  • 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 until further notice.

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

 

From 1 September, 2020 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 the following changes from September 2020:

  • 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.