The IT Support team are your first point of contact with IT Services.
Phone +44 (0)1904 323838
Mon to Fri, 9am to 5pm
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A very warm welcome to IT Services at the University of York.
This guide is an introduction to the services we offer and contains useful, practical information about the extensive IT facilities provided for staff and students.
IT Services aim to support you in whatever role you have at the University - our staff are friendly and well informed, and will do their best to help you.
Some of the links below will take you to other areas of our website for more information on our services.
To return to this guide visit york.ac.uk/it-services/introduction
All new undergraduates, taught graduates and research graduates are issued with a username and password as part of the University's registration process. Your username and password will be emailed to you.
If you're a member of staff, your Department will normally issue you with a username and password as part of your welcome documentation. If this doesn’t happen, contact IT Support to obtain your account details.
Your username is unique to you and stays the same as long as you remain at the University. It is made up of your initials at the time of registration and a number, eg abc500. You’ll use it to log in to your IT account, and to other services.
Some services, notably Google apps, require you to log in with your email address, for example email@example.com (for students) or firstname.lastname@example.org (for staff).
Before using any computing facilities, you'll need to register your University IT account:
All staff, including students who are employed at the University, are required to change their password annually, or more frequently if they have access to restricted data. For more details, see our web page on Passwords.
You can reset your password, check and top up your printing balance, view your filestore quota and more from the My IT Account web page.
Your University IT account includes Google Workspace - Google's suite of email, calendar, productivity apps and more.
Rules and regulations
You’re required to abide by regulations concerning the use of IT facilities and specific IT security policies; these can be found at University Information Policy index. Please familiarise yourself with these and with the Acceptable Use Policy.
In line with legal requirements, IT Services will block access to any websites identified as containing illegal material. Exceptions to this policy for academic purposes can be made by prior arrangement with the Directors of Information Services.
You can connect your computer, phone and tablet to the University of York network using wifi ('eduroam') across the University and in York city centre, or through the wired sockets in study bedrooms, the Library and other open access areas:
You can also connect to eduroam at other universities using your University of York account.
"I have always found IT Services staff to be helpful, professional, and knowledgeable."
Some devices, like Amazon Echo speakers, Fire TVs, games consoles and smart TVs, are not capable of connecting to eduroam. Instead you can register these devices for the 'mydevices' network.
Urgent security incidents
If you think your machine has been attacked or other activity of concern is taking place, email the York Computer Emergency Response Team (CERT) at email@example.com.
There are people who want to steal your password and identity - we want to help you stay safe online. Good IT security keeps your account and personal information safe, and protects the University’s network.
Staff should complete the mandatory Information Security Awareness training - you’ll be sent details as part of your induction.
Look out for phishing!
Phishing is the use of fake email messages that claim to be from someone you trust. They aim to gather your password, and access your account. There are clues you can use to spot and avoid them:
- Be wary of emails asking you to share personal information.
- Look out for messages that say you need to verify or validate your account.
- Phishing emails may be poorly written, with spelling mistakes and odd formatting. However, phishers are changing their approach to make their emails far more convincing - so don’t automatically assume that a well-written message is genuine.
- The emails may have a sense of urgency and warn that you could lose access to your account.
- Be suspicious of links in emails. Hover over them to check where they’re going.
Find out more about IT security, including recommended security tools for your own machine, tips for the safe use of social networks, guidance on using encryption, and advice on choosing a strong password on our IT security web page.
IT Services provide IT rooms across Campus West, Campus East and at the City Centre Campus. The majority of IT rooms have PCs running Windows 10, but we also have some with Apple Macs and some with dual boot Linux and Windows PCs. Printing facilities are available in or near most rooms. All bookable IT classrooms also have projection facilities.
Most rooms are open 24/7, and may be used by all students (regardless of their college) and by staff.
To find the locations of our IT room, check openings times and see which rooms have PCs available to use, see:
When using IT Services classrooms and study areas, you’re expected to follow guidelines for behaviour.
York Print Plus is our printing, copying and scanning service.
A range of multifunction devices (MFDs) and printers are available in open access areas and offices for printing black and white or colour, on A4 or A3 and double or single sided.
IT Services provide access to advanced research computing facilities for researchers in all departments.
In addition, we run a number of free specialised training courses to help you make the most of our research computing facilities, and offer support by appointment:
Even when working off campus, you can still contact our IT Support team for assistance.
You can access many of our facilities when you're working off campus, including email, filestore and some software:
The VPN is a secure connection that allows your computer to access the University network when you're working off campus. Through the VPN you can:
The VDS gives you secure access to the University Virtual Windows desktop and software. It's available on and off campus, and from a range of devices, including mobile.
In order to keep our network secure, you will need to be registered for Duo two-factor authentication in order to log in to the VPN. We will also be adding this to the VDS soon.
We provide a number of ways to safely store your work and share it with others. If what you’re working on is important, we recommend backing it up.
You're allocated space on the central filestore, known as your ‘user filestore’ in which to keep files. This appears on our Window computers as the 'Documents' folder and is also known as the H: drive.
It can be accessed from managed office and classroom PCs, or through the Virtual Private Network (VPN) or Virtual Desktop Service (VDS). The central filestore is scanned for viruses and backed up regularly to protect your files.
Each department has additional shared filestore, which should be used for large data storage and collaboration - contact your Departmental Computing Officer (DCO) to find out how to access it. If you require an additional personal filestore, please contact your DCO or IT Support to discuss this.
Google Drive is part of your University Google Workspace account, and gives you an easy way to create, edit and share documents. It provides unlimited storage for documents including Google Docs, Sheets, Slides and uploaded files in other formats eg .docx, .xlsx, .pdf, etc.
Our DropOff Service lets you exchange files with others securely, whether they’re inside or outside the University. It can be used to transfer files that are too large to send as email attachments, or data which cannot be stored on an external system like Google Drive because of research grant requirements.
Make sure you have up-to-date backups of any important files you save locally on your computer, in case your computer is lost or damaged. Google Drive or our central filestore can be used for this.
Avoid using USB sticks or external hard drives to store your files! They can become corrupt and are easily lost. Use Google Drive or our central filestore instead.
If you must use a USB stick or external hard drive, don’t use them to save the only version of your document.
University policy prohibits placing confidential or personal data (eg student marks or research data) on an un-encrypted USB stick or other removable storage:
When you open an email attachment, ensure that you save it to your filestore, or to Google Drive, before editing it. If you click save without selecting a folder, the document may be saved in a temporary folder and your work could be lost when you log off.
We recommend sharing documents via Google Drive, rather than as email attachments so that access can be revoked if required.
The IT Support team are your first point of contact with IT Services. Support is available:
Our staff are here to offer help and advice on using IT at York, including how to connect to the network and software enquiries.
"The IT Support team have helped me several times and not only is their service incredibly helpful, I never expected the University to provide me with it for free. I am really grateful!"
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:
Other support available includes:
We aim to offer facilities suitable to all members of the University, taking into account the specific needs of users with disabilities.
Most IT classrooms and study areas are wheelchair accessible. Some feature raised desks and printers designed to be more accessible for wheelchair users.
We also provide assistive technologies including magnification and screen-reading facilities and software to help plan and organise your work.
Departmental Computing Officers
Most departments have a Departmental Computing Officer (DCO) responsible for IT support, maintenance and procurement of departmental IT equipment and liaison with IT Services.
Some queries, for example problems with course specific software or questions about course content on the VLE (Virtual Learning Environment), fall outside the remit of IT Services; for these we suggest you seek help within your department.
We offer a range of online materials, including booklets, video guides, slides and exercises to all members of the University. These resources cover essential IT skills for studying and useful skills for further employment and creativity.
We also run face to face training sessions available to all students throughout term time to enhance your digital and academic skills.
For staff and research graduates, we provide courses and self-guided learning material on common applications and tools, including Google Workspace and Microsoft Office. If our existing resources don't meet your requirements we may be able to provide bespoke training.
We work with Jennings Computer Services, a local company, to provide a computer repair service. Jennings will diagnose the problem and give you a quote to carry out the work.
This service is available to all University staff and students for personal or University-owned laptops and desktop computers.
We constantly strive to deliver excellent customer service to all of our users.
Your feedback is a vital part of this. We value your views and opinions and we welcome all suggestions and constructive feedback - positive or negative.