Contact the IT Service Desk
We can offer students and staff limited help for issues with personal devices (not owned and managed by UWE Bristol) that are used for work and studies.
Details you'll need when contacting us
When contacting the IT Service Desk, please have the following information ready to assist us with your query:
- your UWE Bristol username and/or student number
- your UWE Bristol computer name and if it is a printer problem the serial number of the printer
- details of the problem including any error messages, screenshots, and when it last worked.
Before contacting us
Please check the IT Service Status Hub for known incidents and unplanned interruptions.
IT Service Status HubPhone us
Call us on: +44 (0)117 32 83612 (available 24 hours a day)
This is the quickest way to resolve issues as we can have an immediate conversation with you and if necessary use screen sharing technology to help get you back up and working as soon as possible.
Make sure you have the details we need to answer your query.
Core hours
- Monday-Thursday: 08:30-17:00.
- Friday: 08:30-16:30.
Out of hours support
Outside of core hours, phone calls are diverted to the out of hours team. If the out of hours team is unable to resolve your query, they will hand it over to the core hours team to resolve.
Self-service and web chat
Self-service
The IT Online self-service portal allows you to make standard requests, search knowledge and track tickets that you have logged.
Web chat
We are available for web chat Monday-Friday: 10:00-16:00.
Please note: we are unable to provide password resets, set up temporary accounts or anything that requires verification via web chat.
Email us
Email us on: itonline@uwe.ac.uk
We aim to respond to emails as quickly as possible within core hours.
During busy periods it may take up to five working days.
For emergencies or suspected GDPR data breaches, please phone the IT Service Desk.
Make sure you have the details we need to answer your query.
Visit us
For general IT advice and support, please visit an IT Advice Point.
In the first instance, please contact us by phone, self-service, web chat or email.
Frenchay, Glenside and Bower Ashton
Monday-Thursday 09:00-16:30, Friday 09:00-16:00:
- Frenchay Library, Level 3
- Frenchay, Q Block - 2Q033
- Glenside Library
- Bower Ashton Library
Arnolfini
During term time - Tuesday and Thursday 09:00-16:30.
Start of academic year for 6 weeks - Monday, Tuesday and Thursday 09:00-16:30:
- Arnolfini, Level 4 - 4AF001
Support for personal devices
'Personal devices' can be defined as any devices that are not owned and managed by UWE Bristol.
We can offer limited help to students and staff for issues with the personal devices that you use for your work and studies. We can't guarantee that all devices will be compatible with our network and services, or that they will meet our security requirements.
We're happy to support and offer guidance in:
- connecting to eduroam (the UWE Bristol wifi network)
- supporting the installation and launching of software delivered by UWE Bristol systems (including AppsAnywhere, MECM and JamfPro) on compatible devices
- issues with Blackboard/UWE Bristol remote learning tools
- remote access to UWE Bristol business systems
- UWE Bristol accounts and security
- Printing university work via the Printme service.
Unfortunately, we're unable to offer support for:
- hardware troubleshooting on non-UWE Bristol provided devices
- personal security/antivirus applications
- accessing personal data/passwords
- home wifi and networks
- issues with software related to your operating system and/or the software provider. For example, conflicts with other software (including previous versions) or hardware, making registry changes, installing software not provided by UWE Bristol, or supporting how to use the software itself
- software that has not been provided by UWE Bristol
- the installation of operating systems on any personal device
- support of devices without admin access or managed by other IT departments.
You may also be interested in
Getting started with IT
Our quick help guide for getting started with IT.
Wifi and remote access
Information about connecting to campus wifi, accessing the UWE Bristol digital resources and remote access (XA).
IT guidance for graduating students
Information around your access to IT Service provisions for graduating students and students returning to a new course.
Student computers
Useful information relating to UWE Bristol student computers and their facilities.