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Computing and Information Services
Students studying in groups

Help and Support

The IT Service Desk is here to help you get the most out of our IT services during your time at Durham University. It is your first point of contact to raise IT requests, report IT issues and get answers to queries about University-provided IT facilities and services. For more information, please see our Services and FAQ’s section.

New Student Account

Your Durham University account details will be sent from no.reply@durham.ac.uk in two separate emails, approximately 24 hours apart.

Once you receive your password, please follow the instructions provided to:

  • Set up Multi-Factor Authentication (MFA)
  • Reset your password

After completing these steps, please allow up to 24 hours for your account to be fully set up and for access to all University systems to become available.

Contact Us

There are different ways to get in touch with the IT Service Desk for assistance:

IT Service Desk Live Chat

Simply click on the "Open Live Chat" button on this page to start a live chat with one of our expert advisers online. This is available from Monday to Friday, between 8am - 6pm.

Self Service Portal

If you already have Durham University login details, you can report a problem and view the progress of your existing calls that are under your name through the Self-Service Portal.

Book an Appointment

The IT Service Desk offer several appointments, where you can speak to a member of the team in person and virtually:

Phone

  • Call +44 (0) 191 334 1515 (ext 41515)
  • For Emergency AV / Teaching - select option 3
  • Available Monday to Friday, from 8am to 6pm

Undergraduate & Postgraduate Applicant Portal Support
For assistance with your Undergraduate or Postgraduate applicant portal, please contact the Enquiries team directly. Alternatively, you can call the team on 0800 987 4120 - phone lines are open Monday to Friday, 10am–1pm.

Students with registration or enrolment queries should use the Smart Service Gateway rather than the form below.

The Smart Service Gateway can answer many queries immediately and will direct more complex issues to the appropriate team. This is the fastest route to getting your registration or enrolment issue resolved.

 

If you can't access our Self-Service Portal please fill out the form below that will create a ticket with our IT Service Desk.

If you need to move your Multifactor Authentication (MFA) to a new device and still have access to your original device, please follow the guidance in the following document: How to Change Devices When Using Multi-Factor Authentication (MFA).