ServiceLine - The IT Service Desk

ServiceLine is the university IT service desk. We are staffed by a team of experts who are here to help with your IT issues or questions.

We support a wide range of services including university computers, software and applications, user accounts and more. Our aim is to resolve any issues as quickly as possible. Occasionally we pass requests onto a specific team with specialist knowledge, so you get the best possible support on your university IT.

Have you checked the Knowledge Base first?

Please note, at times, ServiceLine can get busy. It’s always worth checking the Knowledge Base first, as this can be the quickest way to resolve your query. It contains self-help guides and answers to common IT issues – use the search bar to get started.

Contact ServiceLine

You can get in touch with our friendly support experts via telephone, online, web chat or email. Please give us as much information as you can, so we can help you quickly. For example, the computer number and location, details of any error messages, what you are trying to do and contact details.

Online

You can log your request through the service portal . Choose either:

• Request something, such as access to a folder or file, a new piece of equipment or another request
• Or select I have a question if you can't find the form you need, or want to report an issue.

Email

If your enquiry is not urgent, you can email [email protected] .

Web chat

You can access support using the web chat service. Go to Chat | UoS ServiceNow (soton.ac.uk) to open a web chat and choose ‘iSolutions’. Web chat is available from 09:00-12:00 and 14:00-16:00 every day the University is open.

Telephone

If you need urgent support, or you are unable to access your IT account, contact ServiceLine.

If you are calling from a university phone, dial 25656.

If you are calling from a mobile, or other non-university phone, dial:

• 023 8059 5656 from the UK
• +44 (0)23 8059 5656 if you are calling internationally

The phone lines are open from 08:30 – 18:00 Monday – Friday, each day the University is open.

Out of hours

For out-of-hours assistance, please search our knowledge base for answers to common issues and frequently asked questions. If you still need help, please visit the service portal to raise a ticket and we will respond the next working day.

Where we can't help

iSolutions does not have insurance or the remit to fix faulty equipment that has not been issued by the University. Doing so may invalidate warranties. If possible, the helpdesk staff will give their opinion on what might be the fault, but would recommend using a local repair centre, or the warranty of the manufacturer.

For staff using non-standard university issued equipment – such as bespoke IT equipment provided through your faculty – we will make reasonable endeavours to support you. We may, however, signpost you to get support elsewhere.

iSolutions regulations and policies can be found at: https://southampton.likn.co/isolutions/regs.page

Purpose and core values

The Service Desk will ensure all enquires are logged in an efficient, timely and accurate manner, and where possible resolved at point of contact. Tickets that cannot be resolved at point of contact will be escalated to the appropriate support team with detailed and descriptive notes relevant to the enquiry.