IT Helpdesk

The IT Helpdesk acts as the first point of call for all IT enquiries, questions and problems.

If you are looking for general information you can try searching the Computer Stuff pages by typing your question into the Knowledge Base search tool on the Computer Stuff homepage.

You can also check the GCU Status page for up to date reports on GCU IT systems.

What are our opening hours?

The IT Helpdesk is open from 8.30am to 9pm weekdays, and 9am to 6pm on weekends.

Between 8.30am and 5pm weekdays the IT Helpdesk operates a full support service.
From 5pm to 9pm on weekdays, and at weekends, IT support is available from the Base in the Saltire Centre. Shutdown procedures will commence 15 minutes before closing time on weekdays (8.45pm) and at weekends (5.45pm).

How do I contact the IT Helpdesk?

The Information Services Centre is the best and preferred method of logging and monitoring non-emergency calls. However, you can still call or email us if necessary.

Please include your username and matriculation number, plus details of any error messages or error conditions in all correspondence.

Via the Information Services Centre (ISC): http://isc.gcal.ac.uk

You can use the ISC to:

• Log your own IT-related calls to the IT Helpdesk
• Search your own calls and check progress on them
• Search Student IT and Library Knowledge Bases
• Search IT Industry Standard Knowledge-Paks

A full user guide can be found at: http://www.gcu.ac.uk/student/computerstuff/isc.html

By telephone

You can call us on 0141 273 1234.

All computer labs have dedicated phones mounted on red IT Help boards which will connect you to the IT Helpdesk. The Saltire Centre IT Help phones are located in the printer pods on each floor.

By email

For all other enquiries, or if you are unable to contact us via the ISC or telephone, you can email us at ithelp@gcu.ac.uk.

How is my request dealt with?

All support requests are recorded and issued a unique call reference number.

The IT Helpdesk staff will endeavour to resolve all support requests at first contact. If your request cannot be resolved it is escalated to the appropriate support team for investigation. You will receive an automatic email with your call reference number and instructions on how you can monitor progress of your call via the ISC.

You will receive a closure email once your request has been processed. The closure email contains a feedback link where you can submit feedback on services received. Feedback is used to constantly improve our service.

Updated: 11 October, 2011 | User support | Legal