Reporting issues and IT help

Self Service

The IT Services Knowledge Base within serviceUON has a range of self-service knowledge base articles that include helpful tips, how-to videos and information about IT tools and services, such as Microsoft Office 365 and Zoom. If you are new to using our Knowledge Base, start here with the information about IT tools and services welcome page.

Click here to search the IT Services Knowledge Base now!

If you can't find what you need or find an article that is outdated, please click here to submit a development/update of a Knowledge Base Article request form.

How to contact the IT Service Desk

The IT Service Desk is here to help! If you need to report an IT issue or get help with IT matters relating to University accounts, services or computers, contact the IT Service Desk using the channels below:


  • You can log requests 24 hours a day using the IT Service Portal. We will attend to your request during normal business hours.

When logging a job through the IT Service Portal, please provide a detailed description of your issue including the system you are working on, your location, if you are aware of others experiencing similar issues, plus any error messages. This can help us diagnose your situation quickly and accurately.

By phone

(8am-6pm Monday to Friday, University working days)
  • 4921 7000 (external call)
  • 17000 (internal call)

Our Client Service Officers will work with you to solve your issue. If your issue cannot be resolved over the phone, we will assign it to the people who can.

To provide this level of service takes time, so if you phone us you may be placed in a queue while we are assisting other users. If you aren't able to wait on the phone, please log your request using the IT Service Portal.

The University of Newcastle acknowledges the traditional custodians of the lands within our footprint areas: Awabakal, Darkinjung, Biripai, Worimi, Wonnarua, and Eora Nations. We also pay respect to the wisdom of our Elders past and present.