Contact DTS

The IT Service Desk

The IT Service Desk is the first point of contact for all IT fault reports and service requests. Support is available in several ways: 

• Online through the IT Self Service Portal
• Telephone 0118 378 6262
• In person, you can visit the IT Service Desk on the first floor of the main Library.

Answers to many common questions and detailed self-help documents can be found via searching the Knowledge Base within the IT Self Service Portal.

How to sign in to the IT Self Service Portal (ServiceNow)

Sign in using your UoR email address and password. Your email address is in the format:

• Staff: <username>@reading.ac.uk
• Student:  <username>@student.reading.ac.uk

What happens to my request?

All faults and requests whether called in, in person or submitted via the Portal are logged on our IT Service Management System (ServiceNow). You will be automatically issued with a ticket number which you should use when contacting us. All tickets are read within one working day, and a priority allocated according to our incident criteria (highest priority is given to faults with core/live systems, including technology used in teaching). Many tickets are passed from the Service Desk who receives them to other teams in DTS once initial details have been taken. 

You will be sent updates by email from UoR Enquiries, please make sure you read them as you may need to give us more information.

How do I check for updates? What is happening with my ticket?

If you need to check the progress, please click the link in your acknowledgement email to log into the DTS Self Service Portal where you can see any status updates, or contact us directly by phone and quote your ticket number.

Complaints and Escalation

We know that occasionally things go wrong and we would welcome the opportunity to deal with this quickly and put things right for you. If you need to escalate, please read our Complaints Procedure.

Updated by lm920207 on 08/09/26