Contact us - Taught students

You can contact IMT for IT help in a number of ways. This page contains details of how to contact us if you are a taught student. See IT help contact details for staff and postgraduate research students.|

IT Help Desk

The IT Help Desk is for support regarding School-owned hardware and software on the LSE network, network and email account issues and general IT queries.

Email: it.helpdesk@lse.ac.uk|

Phone: +44 (0) 20 7955 6728

Extension: 6728

Fax: +44 (0) 7852 3507

Location: 1st Floor, Library

Term-Time Opening Hours:
Mon - Fri: 9.30am - 8.00pm
Sat - Sun: 11.00am -6.00pm

Vacation Opening Hours:
Mon - Fri: 9:30am - 5:30pm
Sat - Sun: Closed

Out-Of-Hours

When staffed support services are closed (overnight, weekends and Bank Holidays), an out-of-hours IT helpline becomes available to LSE staff and students. Simply phone the usual IT Service Desk number and your call will be automatically diverted to the helpline. The helpline team will ask for your LSE username.

Please note that the service is available by phone only.

The helpline is a shared service provided by and for UK universities, operating from the University of Northumbria. We have provided (and continue to provide) knowledge base articles about IT facilities for staff and students at LSE. The helpline can advise on:

  • connecting remotely to LSE services
  • status of LSE Services
  • give support on commonly-used applications (such as Microsoft Office)
  • log calls to be dealt with by the IT Service Desk during normal support hours

If it is apparent that you require desk-side assistance, or if the helpline cannot provide a resolution, they will log a support call with the IT Service Desk who will respond during normal opening hours.

For more information, contact the IT Help Desk or visit www.outofhourshelp.ac.uk|

Walk-In

For face-to-face IT enquiries.

  • Location: Room S198, 1st Floor, St Clements
  • Opening hours: 09:30 - 17:30, Monday to Friday

Laptop Surgery

The Laptop Surgery| provides assistance connecting to LSE resources from off-site and connecting personally-owned laptop and mobile devices to the LSE network.

  • Email: it.helpdesk@lse.ac.uk
  • Location: S198, 1st Floor, St Clements Building
  • Opening hours: Usually 10:00-14:00 but varies

The Laptop Surgery also provides support in residences. Residence IT advisors are also contactable via it.helpdesk@lse.ac.uk|

Self Service portal

The Self Service Portal for IT support is simple, easy to use and allows you to log, track and update your IT support calls yourself.

How do I access the self service portal?

Visit the IMT Self Service Portal here|. Log in using your normal LSE network username and password.

What does the self service portal allow me to do?

The portal allows you to:

  • Log new support calls
  • View and track all calls you have logged (open and closed)
  • Upload documents relating to your call such as screen shots of error messages
  • Update your support call with additional information
  • View calls logged by your support team when you have contacted them by email, phone or in person

How does the self service portal know the correct IT support team for me?

When you log into the Self Service Portal, your LSE username tells the portal which department you work in. The portal already knows which IT support team looks after your department so is then able to assign your call to them.

What if the self service portal doesn't know which IT support team to send my call to?

In the event that this should happen, the portal software, Supportworks, will send these calls to the IT Service Desk, who will assess the correct department and assign the call.

Please contact the IT Help Desk if you have further questions regarding the Self Service Portal.

VITA - Virtual IT Assistance

Virtual IT Assistance (VITA) allows LSE staff and students to chat online to their IT support staff who can assist them remotely no matter where they are located. IT support staff can view your desktop and take control of it to assist with support enquiries.

Connecting to VITA

On an LSE computer: Double-click the Virtual IT Assistance icon on any LSE machine to chat to a member of staff from your IT support team.

  Virtual IT Assistance logo

  • Information Management and Technology will accept inbound requests for assistance from users on campus using the desktop icon and each team will, where possible, have staff logged in and available to answer such requests
  • If no IMT staff are logged in and available to help, users will receive a notification message. You should then contact IMT by telephone or email
  • The desktop icon will only be deployed on LSE-owned computers

On a personally-owned computer: Contact the IT Service Desk who will provide you with a six-digit PIN code. Enter it into the box below and click the Connect to IT Support button.


 

IMT recommends that you use the Internet Explorer or Mozilla Firefox browser for this service.

Using VITA

IMT recommends that you use the Internet Explorer or Mozilla Firefox browser for this service.

  •  Internet Explorer users: When prompted, choose Run
  •  Firefox users: When prompted, choose Save File. Then open the file by clicking OK.

Conditions

  • Support is available to assist with the remote connection to LSE resources
  • Support is available for School-related activities only
  • Users will need to agree to a disclaimer before IMT staff can connect to their computer
  • Support is not available for configuring home networks
  • Staff and students may be advised to bring their computers in to the Laptop Surgery if face-to-face assistance is more appropriate
  • Requests for assistance with personally-owned machines should be channeled through IT support staff by email or telephone. If virtual IT assistance is appropriate, a PIN number will be supplied for users to connect via the IMT website

IT Training

For IT training in Microsoft Office and professional IT certification.

  • Email: it.training@lse.ac.uk
  • Phone: +44 (0) 20 7955 6223
  • Extension: 6223
  • Location: S100, St. Clements Building
  • Opening Hours: 10:00 - 17:00 (Monday - Friday)

Telecoms

The Telecoms team handle queries regarding telephones, faxes, voicemail and other telecoms services.

  • Email: telecoms@lse.ac.uk
  • Phone: +44 (0) 20 7405 7686 (switchboard)
  • Extension: 2222 (fault line); 0 (switchboard)
  • Location: A104, Old Building
  • Opening Hours: 09:00 - 17:30 (Monday - Friday). Outside of these hours, the Security Desk in the Old Building take over the main switchboard calls.

Accessibility

See the IT Accessibility page for accessibility information for staff and students with disabilities.

General Enquiries

For all other enquiries or general information about Information Management and Technology.

  • Email: imt.admin@lse.ac.uk
  • Phone: +44 (0) 20 7955 7727
  • Fax: +44 (0) 20 7955 7600
  • Location: Admin Office, S185, St Clements Building
  • Opening hours: 09:00 - 17:00 (Monday - Friday)

Give your feedback

If you have any feedback to provide on IMT or any of the services we offer, please email imt.feedback@lse.ac.uk|

Escalation Procedure

If you are unhappy with the level of service you have received, please follow the below procedure.

Step 1:

Contact the Head of Customer Services.

  • Name: Floriana Molone
  • Email:  f.molone@lse.ac.uk
  • Telephone: 020 7955 7819
  • Extension: 7819

If you continue to feel that you have not received the service you expect, please follow the next step.

Step 2: 

Contact the Director of IMT.

  • Name: Nick Deyes
  • Email: n.deyes@lse.ac.uk
  • Telephone: 020 7955 6633
  • Extension: 6633
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