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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.

The IT Support Hub is a centralised self service portal that 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.



Getting Started

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

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

*Calls may be monitored for quality and training purposes.

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

Find out more about our support services in our Knowledge Base articles on the UCD IT Support Hub:

Customer Charter

UCD IT Services provides all central IT applications, support and infrastructure for staff and students throughout the University. The scope of the service includes Academic & Administrative systems, Research IT, Educational technologies and UCD Web services.

UCD IT Services is committed to supporting the University's core missions of education, research and service by assisting staff and students to reach their goals through the delivery of customer focused, quality IT products, support and services

How to contact us

IT Support Hub

Go to www.ucd.ie/ithelp where you can find self help Knowledge Articles, submit service requests and log your query to our IT Helpdesk through our Get Help option.


Once you are logged into the IT Support Hub, you can track the progress of your query.

IT Helpdesk - phone

If your issue is time sensitive you can call us on +353 1 716 2700.

IT Centre – face to face support

The IT Centre service is located on Belfield campus at on the ground floor of the Daedalus building

Please follow the link to our booking system to make an appointment.

Walk in sessions are also available, but during busy periods, pre-booked appointments will be given priority.

IT Services - website

ucd.ie/it where you will find IT Services news, comprehensive information about our services and  Service Announcements relating to changes in services that may affect you.

Priority levels and resolutions

We commit to resolving queries as quickly as possible and to provide you with regular updates on progress towards their resolution. We categorise all tickets raised through our IT service management system. Each query is assigned an incident number and a priority level, determined by its nature and by the number of users affected.

Priority 

Description

Resolution Target *(Business Hours)

P1

An entire campus network failure including a remote site or the outage of a critical business function or essential service (e.g. Email, InfoHub or Brightspace).

4 Hours

P2

An outage of any other main service applications or an incident causing significant impact to the business.

8 Hours

P3

An application outage concerning smaller groups of users, or confined to one location.

 16 Hours

P4

Individual user problems - confined to the single user only

Up to 48 working Hours (time depends on type of issue).

P5

Service request 

Up to 56 working hours (time depends on type of request).

* UCD IT Services hours of service are 9.30am to 5.30pm, Monday to Friday.

While every effort is made to ensure that the target resolution times are met, resolution times for services that are dependent on external providers may vary.

You can expect us to:

We expect you to:
  • Greet you in a polite and friendly manner.

  • Attend to you promptly when you are visiting our IT Centre.

  • Commit to delivering our services as reliably and efficiently as possible.
  • Endeavour to resolve your query to the best of our ability.

  • Document all actions to ensure that an accurate record of your query/issue is maintained.

  • Respect your privacy, protect your information in confidence and ensure that it is not disclosed except as provided for by law.

  • Contact you with a resolution to confirm that you are satisfied.

  • Provide redress should you have a complaint and deal with it promptly, impartially and in confidence.

  • Empower you to find information and solutions to resolve IT issues yourself.

  • Keep you informed of the progress of your ticket through our IT service management system.
  • Treat IT Services staff with courtesy, respect and always behave in a professional manner.

  • Where possible provide accurate information relating to your issue and advise IT Services in a timely manner if developments change.

  • Abide by University policies and those implemented as a public sector organisation.

  • Use IT Services equipment and facilities with respect and consideration for others.
  • Use IT Services recommended ICT solutions that provide efficiencies and effective delivery of service for all.
  • Consult with IT Services regarding ICT related decisions before engaging external parties.

  • Be understanding when an issue is outside the scope of our support.
Support Hub Homepage

Further Support

The UCD IT Support Hub is where you can log a call with our UCD IT Helpdesk team, find an answer in our Knowledge Base of articles, or request an additional service or access.

UCD IT Services

Computer Centre, University College Dublin, Belfield, Dublin 4, Ireland.

Contact us via the UCD IT Support Hub: www.ucd.ie/ithelp