How to contact the IT Service Desk

You can contact the IT Service Desk by any of the following methods:

You might also find it useful to read the information on our website regarding our services, or to search our knowledge base of technical support pages.

Password queries

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.

Submitting an incident to the IT Service Desk

Interactions with the IT Service Desk are logged, with each instance being given a unique, 6-digit incident number. The incident number should always be quoted in any interaction with the IT Service Desk referring to the particular matter.

When you send an email from a Trinity email address to our IT Service Desk then you will automatically receive an email response including the incident number. 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 6-digit incident number 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.

If an incident is logged over the phone or via call-in then 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 for administrative and technical reasons.

Logging and checking enquires online at ask.tcd.ie

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.

Logging a new enquiry 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 6-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