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Library and IT Self Help

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Student IT Support Policy

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Our aim: The Library and Academic Development team (LAD) is committed to providing a high quality service. 

Our aim is to enable students to develop as independent learners and researchers. Users are expected to take full advantage of available self-service resources and digital services, but we also know that there are times when more individual help is required. 

Support available: Charles Seale-Hayne Library Level 1  

Phone: 01752 588588 option 3; Email: libraryanditenquiries@plymouth.ac.uk;  

Web: https://plymouth.libguides.com/LibandITSelfHelp; https://www.plymouth.ac.uk/services/digital-skills 

 We will provide: 

  • Help with accessing electronic and digital resources and locating books on the shelves.  

  • Assistance with your library, computing and print accounts e.g. password changes, MFA and online enrolment.  

  • Assistance in connecting to University of Plymouth Wi-Fi (Eduroam). 

  • Assistance with printing, copying and scanning.  

  • Assistance with setting up University of Plymouth systems and services on your personal devices. 

  • Training and support materials for Microsoft 365 and other University provided software systems. 

  • Signposting to appropriate guidance. 

 

We will endeavour to resolve your issue in line with our stated service offer, but we cannot guarantee that all issues will be resolved. Your query may be logged for escalation to the University IT Service team. 

We cannot: 

  • Provide onsite IT Support in University Halls of Residence. If you contact us about this, we will record the information and refer to the appropriate team. 

  • Provide IT or AV Support to teaching rooms or elsewhere on campus but can transfer you to the TIS Technical Services team or you can contact them directly on 01752 588588 (Select Staff option) 

  • Provide an IT enquiry service to visitors and members of the public. We only support enquiries about connectivity to Eduroam and guest Wi-Fi. 

  • Provide support for Faculty/ School specific software or make changes to the student record system but can direct your enquiry to the relevant support team. 

  • Provide marks for modules, transcripts of results or add students to modules. We do not provide support on student assessment but can transfer you to your Faculty for support and advice. 

  • Install operating systems or provide advice on repairs or hardware faults for personal devices or computing systems. The user is responsible for ensuring that all work is backed up. We cannot be responsible for data loss.