Information Services

IS Helpline Operating Hours

The IS Helpline and NorMAN Out-Of-Hours service combine to provide 24-hour support for University users.

If you contact the IS Helpline outwith the main operating hours (see below) your request will be automatically transferred to our NorMAN Out-Of-Hours support team run by Northumbria University, who are able to deal with a wide variety of common IT queries, including many specific to University of Edinburgh systems.

The response to contact sent outwith the IS Helpline's operating hours will come from the email address normanhelpdesk@northumbria.ac.uk 

If NorMAN are unable to resolve your request, it will be passed on to the central IS Helpline for investigation. Please note that this may result in a short delay in finding a solution depending on the time the query is passed.

 

Weekday IS Helpline Operating Hours NorMAN Out-Of-Hours Service
Monday 08:00 - 20:00 20:00 - 08:00
Tuesday 08:00 - 20:00 20:00 - 08:00
Wednesday 08:00 - 20:00 20:00 - 08:00
Thursday 08:00 - 20:00 20:00 - 08:00
Friday 08:00 - 19:00 19:00 - 09:00
Saturday 09:00 - 17:00 17:00 - 11:30 (Sunday)
Sunday 11:30 - 19:30 19:30 - 08:00 (Monday)

Occasionally the 'on campus' service will be affected by staff absence. If this occurs, we may need to transfer support to the NorMAN service at times other than those advertised.

Remember to check the University's Service Status and Service Alerts webpages, which are updated regularly to reflect the current status of the main services, and also to have a look at the IT & Computing FAQs and IS Alerts Twitter feed for further information to assist you with any issue you might have. 

----------

Pop-up IT Helpdesk / Mobile Device Clinics

The Mobile Device Clinics are free sessions run by the IS Helpline, open to all University students, staff and visitors, where we provide assistance with a wide range of software faults as well as general system clean-up and maintenance of personal devices. They current run as walk-up clinics that require no booking, and are at the following hours, although these can change due to attendance levels or staffing:

Main Library - 2nd Floor
Weekday Mobile Device Clinic Operating Hours
Monday 12:00 - 14:00, 15:00 - 17:00
Tuesday 12:00 - 14:00, 15:00 - 17:00
Wednesday 12:00 - 14:00, 15:00 - 17:00
Thursday 12:00 - 14:00, 15:00 - 17:00
Friday 12:00 - 14:00, 15:00 - 17:00
Saturday n/a
Sunday n/a
Kings Buildings - JCMB, Room 1404
Weekday Mobile Device Clinic Operating Hours
Tuesday 10:00 - 12:00 / 13:00 - 15:00
Thursday 10:00 - 12:00 / 13:00 - 15:00