IT Service Desk

We are doing our best to get to you as quickly as we can. Often the types of enquiries we are helping our customers with will take some time, and we ask for your patience until we are able to assist you. Some of our customers require more time with us, and we will accommodate every request where we can. 

While you’re waiting you may want to try our Self-Help Guides, the answer to your question may be there.

You will be the next person we speak to, as soon as we have resolved the issue of the customer we are helping now. Because of the complexity of some of the things we support, it is difficult to estimate how long you may have to wait.

There are two reasons this may happen.

1. During a chat session, if the customer is unresponsive, we will send them a reminder prompt. If, after another period of waiting, we still have no response from the customer we will end the Chat so we can assist other customers who are queuing. 

2. Our Service Desk advisors are mainly working from home and are dependent on their own home broadband connection, rather than the more reliable and faster UEA network. If they experience a home network issues you may be unavoidable disconnected, and we apologise for this. Please return to LiveChat where one of our advisors will help you. 

Normally this is because all our advisors are busy helping other customers and the queue is full. Please pop back a little later and we will be happy to help.

The advisor you were speaking to may already be connected to a different customer. Please allow the advisor you have been allocated to assist you. 

If necessary, they can read the transcript from your previous call, so you don’t have to repeat everything, and they are aware what solutions have already been discussed. 

We aim to answer as many chats as we can and, when approaching our closing time, we adjust the numbers of customer that can queue accordingly. If you join a queue close to our closing time, we may not have the capacity to respond beyond our scheduled closing time. Please contact us on our next working day. Our LiveChat opening hours are on the LiveChat home page.

Rather than wait for us, take a look at our Self-Help Guides you may find the answer to your question there. 

We can help with most things IT. If your query is outside our scope, we’ll raise a call and find the best person to help.

When we do a password reset on LiveChat, we ask at the end of the chat for you to confirm you have changed your password successfully. If you do not confirm you have successfully changed your password, for security reasons, we must reset your password.

Our LiveChat opening hours are 08:00 – 17:00 Monday to Friday. 

NOTE: On Wednesdays, LiveChat between 12:30 and 17:00 offers limited IT support, mainly for resetting passwords so that you can access our IT Services again. 

To ensure we can answer all chats before the end of the day, we close the queue 15 minutes before the end of the session.

We review all feedback left for common themes and trends to see what improvements we can make to our service. We may not respond individually to feedback provided but when we identify solutions to FAQs, we will add those to this web page. Our LiveChat feedback is also shared with our IT Leadership Team for their input.