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. 

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IT Support Desk

Based on the ground floor of the Main Library and on Tuesdays in the JCMB at Kings Buildings, the IT Support Desk provides free in-person support sessions, run by the IS Helpline and open to all University students, staff and visitors, in which we can assist with a wide range of software faults as well as general system clean-up and maintenance of personal devices. These are a set of walk-up clinic sessions that require no booking.

For full details of the service, including its operating hours, please visit:

IT Support Desk