Reporting issues and troubleshooting

The IT Service Desk is here to help! You can access support 24 hours a day via the IT Service Portal (serviceUON).

Self help

IT skills are a staple in the modern workforce, so we encourage you to develop yours while at university.

The IT Services Knowledge Base within serviceUON has a range of self-service resources, including 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 student welcome page.

IT Services Knowledge Base

If you can't find what you need, or find an article that is outdated, please submit a development/update of a Knowledge Base Article request form.

Contact the IT Service Desk

To report an issue or get help relating to University accounts, services or computers, contact the IT Service Desk via the online IT Service Portal or via phone.

Online - IT Service Portal (serviceUON)

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.

Log an IT service request

By phone

8am to 6pm, Monday to Friday on University working days:

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.

IT Service Portal Log an online IT support request

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.