The Drop In Service

This service is a one-stop shop for face-to-face IT support.

It offers the user community access to twenty-minute drop-in sessions without the need to make an appointment in advance. As this is a drop-in service queues may be longer at busier times. We will do our best to see you as quickly as possible and we will always let you know how long the approximate waiting times are

The service is available to all holders of Staff, Student, Associate and International Student UCards. We may, at our discretion, offer some services to holders of External UCards. Please contact us in advance to enquire about eligibility

It endeavours, where possible, to provide:

• Initial diagnosis of hardware and software faults on users’ computers, both University and privately owned.
• Assistance connecting to the University network.
• Assistance with problems using CiCS services.
• Assistance with problems using other applications, systems and software.
• Advice and guidance about a wide-range of IT-related queries (eg backing-up data, choosing equipment and devices and internet security).
• Referral to second-line support for queries that cannot be resolved during the drop-in session.

Some queries may be referred to second-line support services. These include:

• Queries that cannot be resolved within the 20 minute drop-in session.
• Removing viruses and malware.
• Retrieving lost data.
• Minor hardware repairs (this service is offered at our discretion and users will be required to purchase their own replacement parts which we will fit free of charge. Please see our Student IT Workshop policy for further information).
• Issues relating to accessing services that are managed by other teams and departments.
• Complex issues causing connectivity problems.

You can help us by:

• Understanding that whilst we will do our best to help you, some things are beyond our remit.
• Giving us as much information as possible about your problem so we can make a more accurate and swift diagnosis.
• Checking whether your laptop/device is still under warranty – it may be that the manufacturer will be able to resolve your problem.
• Bringing any cables, power supplies and installation CDs you may have received with your laptop/device.
• Taking extra special care when surfing the net or opening attachments not to click on anything suspicious, unexpected or unfamiliar.