Information Services Helpdesk

We have a new online Information Services Helpdesk based on the TOPdesk system.
It is available to all staff and students and is an easy and efficient way for you to report faults, request access to a wide range of software and services and to order a new PC or device.

You can access the new IS Helpdesk from myHWU staff portal and myHWU student portal.  Select the ‘Helpdesk’ tile.Tilez

The user friendly, accessible interface enables you to:

  • Track Tickets – check on your requests, issues and enquiries.
  • Workspace – get information on your PC, printer, user account and study space.
  • Email and Calendar – request mailbox access and report email issues.
  • Software and Applications – with one click, request software for university or personal devices.
  • Library Services – find out about library resources and also study space and facilities.
  • Learning and Teaching – access learning resources, information skills and study support
  • Accounts and Access – raise any problems with your user account or security issues
  • Connectivity – view connectivity information such as internet access, WiFi, VPN and telephony.

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Using the online self-service Helpdesk is the quickest way to contact Information Services.  We’re also available by telephone on 4045 and by email ISHelp@hw.ac.uk

 

How to keep up to date with HWU Information Services – communication and contacts

There are a variety of ways that students and staff can keep up to date with what is happening in Information Services. ‘Information Services supports research, learning, teaching and administrative activities by providing Library, Information and Learning Technology services to Heriot-Watt students and staff around the world’.

The best place to find out anything about IT and libraries in the university is to visit our webpages HWU Information Services

Here you will find information about all the services we offer and deliver at all our campuses. The system status page will flag up any problems with systems.  The webpages also give details about how to contact us – by email, telephone and in person.

If you have an IT issue then contact the IT Helpdesk ithelp@hw.ac.uk +44 (0) 131 451 4045

  • Library enquiries can also be submitted via IThelp.

If you are at our Edinburgh Campus, the library is open 24/7 and is staffed by library staff at these times  

We also operate a quick contact alert service in the library for students to let staff know about any issues. It is based on on email, iMessaging and text messaging.

  • Email: Tell-IS@hw.ac.uk
  • iMessage: tellhwuIS@icloud.com
  • Text: Text TELL and then your message to  07950081076

We use social media to communicate updates and useful information.  It is also a good platform for students and staff to let us know about issues or to make suggestions for improvements.

Blog posts on InformS give regular updates on all aspects of our services – recent posts have included posts on online journals and databases, IT security advice, passwords, reserving books, training and events.

Our twitter news feed HWU_IS gives news and updates as they happen so is a great communication channel to follow to find out what’s happening. An example of this is our updates on occcupancy of the library and other study spaces so students know the best place to go to find a study space.  Any emergency situations or if other systems are down, this information will be posted on twitter.

Our facebook page gives regular updates and also has posts about interesting and useful resources and events.  Things that are happening within the library and university or around Edinburgh, recommendations for reading and accessing online and opportunities for feedback.

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