Our Help Desk hours are changing: here’s what you need to know

News | Posted on Friday 21 July 2023

The Morrell Library & IT Help Desk and our Virtual Help Desk (email, chat and phone) are changing their hours to 10am - 4pm, Monday to Friday. The King’s Manor Library Help Desk hours will remain the same as they are now.

Morrell Help Desk with PC and chair
The Morrell Help Desk

The change of hours starts Monday 24 July; if you’d like help outside the new hours, we’ve put together a webpage full of useful information and with more answers to frequently asked questions. This post explains what’s happening and why:

When will the Morrell Help Desk open? 

The Help Desk will be open Monday to Friday, 10am - 4pm, and closed outside those hours.The Library itself remains open 8am to midnight. 

Will I be able to speak to a member of staff outside the Help Desk hours? 

Yes, absolutely. Our Reception point will still be staffed whenever we are open, and they can answer queries about how the library works, where things are, and so on - they won’t be able to offer immediate help with search queries, or questions about your library account, but can refer them onto Help Desk staff who can get back to you later.

When can I phone the library? 

Our phone support will be moving to between the hours of 10am and 4pm, Monday to Friday. However you can phone at any time and leave a message, and if you provide contact details we will get back to you. 

When can I contact the library via Chat or Email? 

You can email us at any time and we will still be working towards responding within 3 working days.

Our Chat Service is available to you 24/7. From 10am to 4pm Monday to Friday, it is run by the Help Desk Staff. Outside these hours it is staffed by other librarians around the world, or our Chatbot, rather than University of York staff. They won't have access to your library account, but can refer questions to us so that we can respond at a later time.

Where can I get IT support?

You can still get basic IT Support from the Reception point between 9am and 5pm on weekdays. If staff at the reception point are unable to help you with your query, you can ask them to contact IT Support for further in-person help.  If we can't resolve your query initially, we may need to make an appointment.

Between 9am and 5pm on weekdays you can also phone IT Support on 01904 323838 (and choose Option 1), and you can email them at itsupport@york.ac.uk. You can find more information on IT Support on their webpages.

What are the King’s Manor Library (KML) Help Desk hours? 

These remain unchanged: the Help Desk is open whenever the Library at King’s Manor is open. During Semesters KML is open 9am - 5pm Monday to Friday, and 11am - 5pm on Saturdays. During vacation periods, KML is open Monday to Friday, 9am - 5pm.

Why are the opening hours for the Morrell Help Desk changing? 

The main reason is to ensure a sustainable service. We want to provide a consistent and fully staffed service for the Help Desk.

What if I can’t visit the library during these hours but still want to speak to a member of staff? 

Our Reception staff will do the best they can to assist you at any time the library is open, and can pass queries on to Help Desk staff which can be answered later by email if the question requires more specialist support. 

Will you provide any other resources for visitors to use outside the Help Desk hours? 

Yes, we have our new Self Service Hours webpage which we created entirely for this purpose - it consists of useful information about what you can do and where, with answers to the most common queries we’re asked on the desk.

Please get in touch with us if you’d like any more information. 

Contact the library