Contacting the Mathematical Institute IT Support Team

Via Email (Recommended)

The recommended method of reporting a problem with the computing facilities is to email @email. There is also a webform to send an IT help request in, which may be useful if you have a problem with your email but have a working web browser.

When contacting IT support, please try to follow the guidelines below:

• Keep to one request per email, so we can assign and track each request separately, with a separate ticket ID.
• Make the subject meaningful - generic subjects like "HELP!!!" are more likely to delay your request.
• When following up, keep the ticket ID in the subject (in the form [maths.ox.ac.uk #<ID>]), so your email can be matched to the correct ticket. You can do this by replying to the "AutoReply" email from the system, or to any follow-up email from the IT staff, rather than to your original email.
• Include all relevant information - for example:
  1. What machine/printer/device were you using? (name or number from asset sticker)
  2. The location of the the machine/printer (e.g. S1.23)
  3. What were you doing when the error occurred?
  4. What was the exact error message?
  5. If the problem relates to a specific file, please state the location
  6. If the problem relates to a specific web page, please provide the URL of that page

Emails are automatically logged in the IT request tracker system (RT) and assigned a ticket ID. All members of the IT team read the mail sent to IT support, and RT allows us to allocate tasks easily and track progress on the problem.

IT queries that are incorrectly sent to an individual IT officer's personal email address will generally be bounced (redirected) into RT on your behalf, but that may delay your request.

For further information on the request system and IT strategy, see the IT Notices & Policies.

Via Phone / In Person

The IT staff can be visited in person or phoned too:

• S0.40 - Zacarias Godinho - IT Technician - +44 1865 2-73581
• S2.43 - Position vacant - Systems Administrator - +44 1865 6-15350
• S2.44 - Roozbeh Jamali - Systems Administrator - +44 1865 6-15300
• S0.41 - Matthew Brechin - Senior Systems Administrator - +44 1865 2-73517
• S3.19 - Dave Miller - Full-Stack Development Lead - +44 1865 6-15170
• S4.18 - Waldemar Schlackow - Head of IT - +44 1865 2-80610
• S3.18 - Keith Gillow - Director of IT and Physical Resources - +44 1865 2-80605

However, if you report a problem in person / by phone and it cannot be answered on the spot, it is quite likely you will be asked to log the request by sending clear details to @email.

Other IT Support Teams

While the Maths IT team will do our best to help with your query, we do not have administrative access to many systems provided by central IT Services or other departments/colleges. In such cases, you may need to contact the teams that manage those services directly - for example:

• IT Services (including Nexus365 email)
• SAP Concur 24/7 Support Desk (for eExpenses login issues)
• Symplectic helpdesk (for Symplectic Elements)
• Other department/college IT teams