IT Service Desk – downtime

On Monday 16th December, the IT Service Desk email support (IT.Services@lboro.ac.uk) will be unavailable.

The Request Tracker helpdesk system (RT), which logs and tracks email queries, will be offline from 09:00am for one day due to essential maintenance work.

Email support

During this time, the system will be unable to receive new cases or allow updates to existing cases. Any requests submitted will be queued and automatically processed once the system is back online on the 17th December.

Telephone support

Limited phone support will be available for issues relating to passwords, MFA (Duo Mobile), and URGENT issues only.

We apologise for any inconvenience this may cause and appreciate your patience as we work to enhance our service.

Can I get more information and help?

If you have further questions or queries, please contact the Service Desk at  IT.Services@lboro.ac.uk.

IT Services will be carrying out a series of essential maintenance activities on the University network and Data Centre during December

This will result in downtime to the Wi-Fi, wired network and most key services hosted in the Data Centre between 07:30 and 08:30 on the following days:

• Thursday 05 December
• Friday 06 December
• Wednesday 18 December

How does this affect me?

The work is scheduled to take place between 07:30 and 08:30 am and will impact both the Loughborough and London campuses. Users will experience periods where there will be a loss of access to:

• Network connectivity – Wi-Fi and wired service
• Most University online services
• VPN connectivity for users off-campus

Services will be available from 08:30 am, however, there is a risk of instability until 10:30 am.

The level of disruption and experience may be different on each day.

Where can I get more information?

Service status updates are available on the IT Service Availability page, with guidance on other ways to connect during a network outage: Service Availability | IT Services | Loughborough University

If you have any queries regarding this, please contact the IT Service Desk at IT.Services@lboro.ac.uk