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IT Support

The IT Support team are your first point of contact with IT Services.

Changes due to COVID-19 outbreak

From Thursday 19 March 2020 there will be no face-to-face IT support available for the foreseeable future.

The IT Support team are working from home and can be contacted via itsupport@york.ac.uk or 01904 32 3838 (9am to 5pm, Monday to Friday).

Get in touch

Visit: You can find the Library and IT Help Desk on the ground floor of the JB Morrell Library.

If you need help with a more complex enquiry, you may be asked to book an appointment with the IT Support team between 9am and 5pm on weekdays. You can pick a time that suits you.

Alternatively we may need to report the query to our specialist second-line support staff.

Phone: +44 (0)1904 323838

Email: itsupport@york.ac.uk

Online: Report a problem via Footprints

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Opening times

Visit the Library and IT Help Desk

Phone and email support

  • 9am to 5pm, Monday to Friday

Out of hours

  • IT emergencies: All critical IT systems are monitored out of hours and we will be alerted of any issues (eg major network failure). Follow @UoYITServices for updates.
  • IT security emergencies: contact CERT
  • To leave a message for the IT Support team: call +44 (0)1904 323838

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IT Support team

Left to right: Simon Craft, Chris Gowland, Jo Loftus, Tamsyn Quormby, Chris Johnson, Helen Parker, Ben Greenwood, John Campbell and Karl Cousins.

  • John Campbell
  • Karl Cousins
  • Simon Craft
  • Chris Gowland
  • Ben Greenwood
  • Adrian Hollingsworth
  • Chris Johnson
  • Helen Parker
  • Tamsyn Quormby
  • Jo Loftus (IT Support Manager)

What we offer

Laptop repair service

We work with a local company to provide a laptop repair service for all members of the University:

We can help with a wide range of queries, including:

  • forgotten usernames and passwords
  • connecting University-owned and personal devices to the network
  • setting up and using York Print Plus on both University-owned and personal devices
  • using and installing University applications and systems including G Suite, Microsoft Office and Endnote
  • advice and guidance for a wide range of IT-related queries (eg storage, backing up data, choosing equipment and IT security)
  • help removing viruses and malware
  • help with a range of operating systems, including Windows, macOS, Linux, Android and iOS (your machine doesn't have to be University-owned to ask for help).

If we can't resolve your query, we may need to refer it on to specialist second-line support staff.

See our IT Services Support Policy for more information.

Self help

When you simply need some information, such as how to set up your device to connect to the wifi or top up your print credit, you can:

Bomgar remote control

When helping you, we may use Bomgar, a tool that allows us, with your permission, to connect to your machine.

We can use this tool to connect to machines both on and off campus.

Feedback

If you have any comments about the Library and IT Help Desk, please get in touch:

If you prefer, you can email Jo Loftus, IT Support Manager, directly: