Incidents

Something is broken, please fix it! 

Whenever you contact the Service Desk with a request to help resolve an issue, problem or fault - put simply 'something is broken and needs to be fixed', we call it an Incident.  

Examples of Incidents can include: 

• My laptop can't access the wireless network...
• My mouse isn't working...
• I can't access duo...
• There has been a power failure in a server room...

You can report an Incident to the Service Desk by filling in an Incident Report (you'll need your user name and password to access the form), or by calling us on Ext 41515 or 0191 334 1515. 

Once we receive your form, we will log an Incident on your behalf and send you an email acknowledgement with your reference number which will start like this: 

INC0000...... 

You will need to give us this reference number if you get in touch with us about it.

We respond to incidents reported on these forms during normal opening hours (08:00 - 18:00, Monday to Friday) so if a major incident occurs outside these times which requires immediate attention please call our Out of Hours service which can be reached via our usual telephone number: Ext: 41515 or 0191 334 1515.

How you can help us to resolve your Incidents 

A large number of support requests, problems and queries can be resolved quickly simply by using the Frequently Asked Questions (FAQ's).

A picture can really help us so if it's appropriate, send us a screen shot of the issue you are experiencing, you can use our Information Sheet on Screen Captures to help you do this.