| How to raise a case with us? | via Salesforce LLR Customer Service & Student IT queue |
| Phone? | 020 7815 6607 |
| Live Chat? | Yes |
| Enquiry Hours | Mon - Fri 08:30 to 19:00 (term-time, to 17:00 only in vacation); Sat-Sun 10:00 to 16:20 |
| Face to face help available from help desks |
in Perry Library, Croydon Library/Student Centre, Havering Campus Library |
| Appointments offered? | Yes - students can book appointments with Info Skills Librarians and Digital Skills Centre team via MyAccount |
| Escalation of urgent case/s | |
| Knowledge Champion (FAQs) | Jessica McGuinness |
| Website of info | https://libguides.lsbu. ac.uk/LSBU -Library-and-Learni ng-Resource s/Home |
Enquiries related to library spaces, collections, services for all LSBU users and visitors; and 1st line IT support for LSBU students only. Digital Skills for students, staff and alumni. University archives, repository, and research data support
| Topics | Example |
| First line IT support for students | Student IT account issues - setting up passwords, password reset, authentication |
| Students who can't log into various services - email, My Account, MyLSBU, Moodle, Global Protect etc | |
| Students unable to access timetable | |
| Student issues accessing univ supported software - how they can access software on and off-campus via Apps Anywhere, accessing free software from Univ | |
| Basic help on use of MS Office software - eg formatting assignments | |
| Student issues with printing inc large scale printing up to A0 in the Libraries and large format print/bind services | |
| Student issues with assignment/submission/queries on Turnitin | |
| Equipment in LLR spaces | Student issues with PCs/equipment in the campus libraries |
| Short term laptop loans (LSBU students only) | |
| LLR study spaces/facilities | Access to study space in the campus libraries |
| Student group room bookings in Perry Library, Keyworth Centre, and Croydon Campus | |
| Library Services | Issues with equipment or facilities in the campus libraries |
| Issues with borrowing/returning items to library | |
| Finding info for assignments/study/research - eg finding books, journal articles, searching databases (physical and online) - More complex queries can contact the Information Skills Librarians | |
| Referencing your work basic queries - more complex queries can contact the Information Skills Librarians | |
| Access to other University Libraries via the SCONUL Access scheme | |
| Access to our libraries for visitors | |
| Access to the University archives via archives@lsbu.ac.uk | |
| Digital Skills Training | Digital Skills certifications (eg MOS certs, European Computer Driving Licence, Adobe certifications), learning sessions - workshops and 1-2-1s on use of MS software and digital skills support via Digital Skills Centre - available to students, staff and alumni. Moodle training available for academics |
| LSBU Open Research | Open access repository of research outputs by LSBU students/staff inc PHD theses - support and guidance on this via openaccess@lsbu.ac.uk |
| Research Data Management | Guidance, training and support with sharing data via LSBU Open Research via researchdata@lsbu.ac.uk |
| Topics | Where it should be referred (if known) |
| IT support issues for LSBU staff (eg their email, IT account, PC) | IT services helpdesk |
| Academic writing, report writing, Maths and English Skills | Skills for Learning Team |
| Proof-reading of assignments | n/a at Univ - Skills for Learning will give some advice on proof-reading but won't proof-read students work |
| Long term laptop loans for multiple days/weeks | Students without own equipment should consult Student Life team for details of any help available towards equipment costs |
| Equipment in classrooms outside library spaces (eg PC in student labs or AV in lecture theatres) | IT services helpdesk |
| Room bookings outside the LLR student group rooms in the Libraries and Keyworth Centre | Estates services helpdesk |
| Provision of degree certificates/transcripts | Exams and Conferments team |
| HAPLO enquiries apart from those related to the repository of research outputs | Research and Enterprise team |
| ID cards for LSBU alumni | Alumni and Development team |
| LLR can't add students to Moodle groups or edit assignment submissions/settings | Relevant academic for the module can do this |