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The University of Southampton
iSolutions

Getting help

Do you need help with your university IT? We have a number of options, from self-help guides to urgent telephone support. Choose from the list below to resolve your issue as soon as possible.

Common enquiries

First, here’s more information about some of our most common enquiries. Please take a look and if you still need help just get in touch using one of the contact options.

Guidance on working or studying remotely

Help with multi-factor authentication 

Multi-factor authentication (MFA) is when we ask for an extra piece of information to identify you when you sign into your account – in addition to your username and password. It helps keep your data and the university network safe. Find out about MFA and the different options you can use to authenticate.

If you have problems setting up MFA or are locked out of your account, please contact ServiceLine using the phone number below. 

Access step-by-step guides

The Knowledge Base contains simple guides to assist you with common issues. Just login to the Knowledge Base with your usual username and password then enter the topic into the search bar (eg: ‘Reset password’).

Search our Knowledge Base here
Contact ServiceLine for urgent IT support
Contact ServiceLine for urgent IT support

Log a support ticket

The Service Portal provides access to services and support across the University. You can: 

Log your request through the Service Portal* 
 
*This link opens in a new window. The web address is https://sotonproduction.service-now.com/serviceportal. You will be redirected away from https://www.southampton.ac.uk but this is not a security concern. 

Contact ServiceLine

If your enquiry is not urgent, you can email the details to ServiceLine@soton.ac.uk.

If you need urgent support or are unable to access your IT account, please call ServiceLine. We have a team of experts to help resolve your issue as quickly as possible. 

The phone lines are open 08:30 - 18:00 Monday - Friday when the University is open. Find out more information about ServiceLine

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 self-service portal to raise a ticket and we will respond the next working day.

Visit the Hartley Library IT helpdesk

If you are on Highfield Campus, pop into the Hartley Library and chat to one of our support experts. The helpdesk is in the main foyer on level 2. It’s open Monday - Friday from 09:00 - 17:00 when the University is open.

Get help using university systems

Do you need help with a system or application? The LearnIT training portfolio contains a complete list of software that’s in use for staff and students, with links to training resources.

You can also browse the student and staff pages for information on key systems. For example, there is guidance for students using Blackboard and staff delivering e-learning.

Access LinkedIn Learning

LinkedIn Learning is a library of online training. It gives all students and staff at the University full, free, unlimited access to thousands of training resources.

It covers IT topics, including instructional videos for using different applications. Some of the most popular courses include Excel, Python, Word, SQL and Power BI.

It’s not just about IT either! It’s a great tool for helping students prepare for the workplace, and staff to learn new skills.  There are courses on a wide range of soft-skills and employability topics, including management, communication, wellbeing, critical-thinking, problem solving, industry-based topics and much more.

Students and staff can find out more on the LinkedIn Learning Sharepoint site

Academic Skills Hub

The Academic Skills Hub offers an in-person, drop-in service to advise students on all aspects of academic skills, writing, maths and statistics support in 20-minute slots. No appointment necessary.

The Academic Skills Hub is open from 10.00 – 16.00, Monday to Friday, and is located in room 2045 on Level 2 of the Hartley Library (Highfield Campus).

Find out more: Academic Skills Hub.  

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