​​Contact Us​​

Due to the hybrid teaching model we are offering two support channels

Emails, Phone Calls and Remote Support

Email:​Phone:​​Term Opening Hours
ithelp@tees.ac.uk
​External: 01642 342220
Internal Ext: 2220
 

​Monday - Thursday: 0830 - 17:00
Friday: 0830 - 1630

Visit Us

  • ​​Visit Us: Please visit one of the Service Desks around campus: Staff & Student Service Desk Locations
    • ​​Student IT Support can be found in the Student Life Building on the 1st floor.
    • Staff IT Support can be found on the ground floor of the Middlesbrough Tower.
  • Working late: We provide support via the Out of Hours Service
  • Self-Service: Did you know you can use the https:\\ems.tees.ac.uk\​ to log support requests direct with us?

Before you contact IT Help:

It would be greatly appreciated when contacting us if you consider the following things:

  • Reboot: Is the problem resolved by rebooting your machine? (It really works, A large percentage of errors are resolved by rebooting computers)

  • Cables: Can you see if there are any cables that have come loose from your computer? If so, are you able to reconnect them?

  • Lights: Can you see any lights on the front of your computer? (This gives us an indication what the current power state of your computer is)

  • Not Alone: Are any of your colleagues experiencing the same issues? (This enables us to decide if it is a local problem or more widespread)

  • Change: Has anything changed, been upgraded or modified on your system since it was last working? (Quite often software updates or the installation of a new program can adversely affect a computer)

When contacting us please provide us with the following information:

  • Your name

  • Your full location  (room, floor, building, campus)

  • Your IT username

  • Your contact telephone number

  • The nature of your problem

  • Your availability (if you are likely to be out of contact)

Additionally it will be beneficial to us if you could provide the following detailed information:

  • Describe the sequence of events that led to the issue (e.g. what you were doing, what happened on the screen
  • Did anything unexpected happen
  • Exact wording of any error messages or better still a screen shot

It would be useful to know your basic computer details such as Operating System & version, amount of memory etc. 

  • Windows Users can find this by running System Information
  • Mac Users can find the OS version and memory information by going to the Apple menu and choose "About This Mac".