Contacting the IT Service Desk

When can I contact the IT Service Desk?

Opening Hours

Monday - Thursday: 9am - 5.30pm.
Friday: 9am - 5pm.

Online and email queries can be submitted at any time but will be replied to only within normal hours, or the following working day if sent outside of normal hours.

Passwords: Please note that for password queries (issuing/resetting or changing) you must call in person to the IT Service Desk and present your Trinity ID card. For security reasons passwords will not be issued via email or phone.

How can I contact the IT Service Desk?

There are 4 ways to contact the IT Service Desk: Email, Phone, In Person, Online, via ask.tcd.ie

Via Email

How? Email itservicedesk@tcd.ie (please ensure you fill in the 'Subject' field)

What happens when I email?


When you send an email to our IT Service Desk (itservicedesk@tcd.ie) you will automatically receive an email response including the incident number.

Your query will be triaged by the Service Desk team and if they feel it is necessary it may be passed to second line support or another member of IT Services for resolution. We will reply to you via email, or we may phone you to find out more information to assist you.

To update your incident with more details you can simply reply to the email you received from the IT Service Desk, or send us an email including the relevant 9-digit incident number in square brackets with a starting with a hashtag eg: [#xxxxxxxxx] in the email Subject line.

You can also check the status and update your enquiries with us by using the login link provided in the email message we send to you.  Please note this link is only valid for 5 days from receipt of the email message.


Via Phone

How? Phone ext. 2000 (+353 1 896 2000), during working hours.

What happens when I phone?


When you call the Service Desk your call will be transferred to an automated menu system, you will be advised of your current queue position and the option to request a call-back. Please have your staff or student number to hand and enquiry reference if applicable.  

We will discuss your query with you to get more details. Often we may request to view your desktop via Remote Support, to see the issue and resolve it remotely. To ensure we minimise waiting time for all callers, we limit the call to 10mins. If your issue is not resolved at that point your query will be transferred to second line support for further assistance.

If a query is logged over the phone the IT Service Desk staff will quote the incident number to you. Please note that even if queries are resolved immediately, they are still logged and you will be given a ticket number, this is so we can keep track of queries asked and their solutions.


In Person

How? Come visit us at Áras An Phiarsaigh, (click to open map) on the main Trinity campus, during working hours.

What happens when I visit the Service Desk?


Queries at the walk-in service are dealt in strict rotation; take a ticket from the dispenser in the Áras an Phiarsaigh (AAP) lobby and wait in the lobby until your number is displayed on the screens overhead.

If a query is logged in person then the IT Service Desk staff will quote the incident number to you during your visit. Please note that even if queries are resolved immediately, they are still logged and you will be given a ticket number, this is so we can keep track of queries asked and their solutions.

Finding Áras An Phiarsaigh
The IT Service Desk is located on the ground floor of Áras An Phiarsaigh, (click to open map). which is the glass-fronted building between the Beckett Drama Theatre and the Department of Microelectronics and Electrical Engineering.

Check out our videos on how to get to the IT Service Desk from Front Square & East End
If viewing on a mobile scroll right to view both videos.

Via ask.tcd.ie - our online enquiry centre

Staff and registered students can use the ask.tcd.ie website to raise enquiries and check the status of current enquires with the IT Service Desk. This website is also used for Academic Registry (academic.registry@tcd.ie) and SAS User Support Unit (asksusu@tcd.ie) enquiries.

How to log an enquiry online at ask.tcd.ie

 

  1. Browse to http://ask.tcd.ie
  2. Log in with your Trinity username and network login password
  3. The Home page displays, including the options shown below

    log an enquiry
    You can return to the Home page at any time by selecting Menu at the top right and then Home

    Menu

  4. To log a new enquiry with the IT Service Desk, choose log an enquiry on the Home page
  5. From the category menu that displays, select IT Services Issue

    IT Services Issue

  6. Enter the Title and Description of your enquiry in the Enquiry Details window
  7. Select the blue Preview button, and once you are satisfied with the details that you have entered select Log Now

    Log Now
  8. ‘New Enquiry Logged Number…’ will be displayed with your 9-digit enquiry number and you will also receive an email with your enquiry number and enquiry details.  Please keep this enquiry number for reference when contacting the IT Service Desk regarding this query.

How to check, update and close your current enquiries at ask.tcd.ie

 

  1. Browse to http://ask.tcd.ie
  2. Log in with your Trinity username and network login password
  3. The Home page displays, including the options shown below

    log an enquiry
    You can return to the Home page at any time by selecting Menu at the top right and then Home

    Menu

  4. To check and update or close an enquiry with the IT Service Desk, choose check current enquiries on the Home page

  5. A list of your current enquiries will be displayed, click on the relevant enquiry number to see more details
  6. To update an enquiry, click Select an action at the top right, select Update My Enquiry, enter the details of your update and click Submit now.  You will receive an email record of your update.

    Select an action

  7. To close your enquiry, click Select an action at the top right and select Close My Enquiry.  You will receive a confirmation email.  Once closed you can add feedback or re-open the enquiry via the 'Select an action' menu.

    Select an action