During the COVID-19 pandemic, the demand for IT support has increased dramatically across the University. We have seen a shift in the way our staff and students want to interact with us, with the number of email requests received outnumbering phone calls for the first time. On average, ServiceLine is now receiving 145 phone calls and 190 email requests per day.
Providing consistent and timely support to staff and students remains one of our top priorities. Therefore, to better manage the volume of both support calls and email requests and to protect our Service Desk Agents’ wellbeing, we will be reducing our ServiceLine phone hours to allow us more time to focus on the increased number of email requests.
Beginning 8 February 2021, the ServiceLine phone service will be open from 09:00 – 17:00 Monday – Friday, each day the University is open, until further notice.
We apologise for any inconvenience that this may cause you, and thank you for your support and understanding.
Need assistance outside of these hours?
If you need assistance outside of these hours, please email your request to [email protected] or visit our Self-Service Portal accessed at www.go.soton.ac.uk/serviceportal. Here you can search our knowledge base for answers to common issues, including remote working from home, log a request for help or search our request forms.
