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: 9.00 - 19.00
Sat - Sun: 11.00 - 18.00

Vacation Opening Hours:
Mon - Fri: 9:30 - 17:30
Sat - Sun: 11:00 - 18.00 (Easter vaction only)

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 visit the Walk In Centre on the 1st Floor of the Library. 

Term-Time Opening Hours:

  • Mon - Fri: 9.00 - 19.00
  • Sat - Sun: 11.00 - 18.00

Vacation Opening Hours:

  • Mon - Fri: 9:30 - 17:30
  • Sat - Sun: 11:00 - 18.00 (Easter vaction only)

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: Walk In Centre, 1st Floor, Library
  • Opening hours: 10:00-14:00 during term time

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

IMT Customer Portal

The IMT Customer 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 Portal?

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

What does the 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

Please contact the IT Help Desk if you have further questions regarding the IMT Customer Portal.

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: ALD.LG.01, Lower Ground Floor, Aldwych House
  • 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, ALD.LG.01, Lower Ground Floor, Adlwych House
  • Opening hours: 09:00 - 17:00 (Monday - Friday)

 

In order to continue to improve the School's IT infrastructure, IMT has scheduled regular maintenance periods where upgrades, equipment replacement and other essential work can take place:


Weekly: Every Tuesday morning (6am - 8am)  

Monthly: Last Thursday of each month (midnight - 6am)

Termly: One whole Sunday per term:

  • Lent (22nd March) 
  • Summer (2nd August 2015)
  • Michaelmas (14th or 21st December 2015) - tbc

Any disruptive or emergency works will continue to be communicated through our usual channels (e.g. LSE IT News@lseitnews, Staff and Student Newsletters and LSEmail where appropriate).

Give your feedback

IMT regularly send out satisfaction surveys to our customers. The survey only takes a few minutes to complete and is an invaluable tool for helping us to improve our service in the future. Please take the time to let us know how you think our support team fared when dealing with your issue or query.

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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