Get IT Support

We're here to help you with any IT related issues. In compliance with COVID-19 regulations, our Service Centre will only accomodate one customer at a time as a result of social distancing guidelines. You can also request IT Support by email, phone, and through our IT Services Knowledge Base for remote assistance. 

You can submit a request for assistance by using one of the following methods:

Before requesting support from IT Services, there are basic checks you can make. These are:
  • Have you asked any of your colleagues to see if they're experiencing the same or a similar problem?
  • Have you restarted your machine?
  • If the problem is related to either a mouse, keyboard or network issue, have you made sure that all your cables are connected securely?
  • If the problem seems to be related to your password, have you tried to log on to another machine?

If you are still experiencing problems after completing the above checks, please contact IT services, also known as "logging a ticket" or "raising a request".

When logging a ticket with the Service Centre, we will need you to:
  • If you are using a University of Derby managed device, please provide the UOD number of the PC you are reporting the fault about. To find your UOD number, double-click on the 'Who Am I' icon on your desktop. Look for 'Computer Name' in the window that opens, the number will begin with UOD, this is the number the Service Centre need
  • Provide your contact details, including a phone number
  • Tell us the symptoms of the problem/what error messages you are receiving
  • Use the Snipping Tool on your PC to take a picture of the issue on your screen. The Snipping Tool can be accessed by searching 'Snipping Tool' in the start menu. It allows you to capture an accurate and targeted image
  • Tells us what checks from the basic checks list you have carried out

IT Service Centre core hours of support

The Service Centre is offering remote and on-site support. Please be aware that due to COVID-19 regulations and social distancing guidelines, the IT Service Centre in B201 at Kedleston Road can accommodate one customer at a time. Face coverings must be worn inside the Service Centre (except for those who are exempt). 

We also offer out of hours support via our telephone helpline (+44 (0)1332 591234). This helpline is active 24/7.

DayOpening Times
Monday 9:00am - 4:30pm
Tuesday 9:00am - 4:30pm
Wednesday 9:00am - 4:30pm
Thursday 9:00am - 4:30pm
Friday 9:00am - 4:30pm
Saturday and Sunday Closed