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. 

Contact ServiceLine

Non-urgent enquiries 

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 want to report an issue or can’t find what you are looking for.  

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

Please provide as much information as possible, such as details of any error messages, machine number, location and contact information. 

Urgent enquiries – 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 (or 73-25656 from the Southampton General Hospital site).

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. 

Helpdesk

We have an IT helpdesk in the Hartley Library on Highfield campus. You can find it inside the main entrance foyer opposite the library helpdesk (level 2), open 09:00-17:00 Monday to Friday every day the University is open. 

The IT helpdesk is there to support staff and students accessing university services on any device. 

At the helpdesk, students and staff can: 

• report problems with university systems or services 
• ask for guidance on using university systems or services 
• ask for assistance using their personal devices to access university systems or services 
• ask for general IT guidance and our staff will do their best to assist. 

Please observe the COVID guidance put in place by the University.

You can also access in-person IT support in the Sir James Matthews Building. You can find the Tech Hub team inside the main entrance alongside the Student Hub. Support is available from 8am until the last lecture in the building has finished.

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.

The iSolutions helpdesk policy can be found here: iSolutions ServiceLine – IT helpdesk support policy (February 2022).

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.