Support Hubs
Our services
IT Service Support Hubs provide in-person support and can help with regular IT enquiries, password resets, wifi connection issues as well as dealing with printing difficulties.
Book an appointment for in-person IT support
Colleagues and students with appointments take priority. If you arrive without an appointment we will try our best to see you, but we may ask you to book a slot with us and return at a later time. See below for a summary of services offered at our two Support Hubs:
- Philip Robinson Library - Our in-person IT Support in the Philip Robinson Library is open during term time only for walk-up and desk-side support within the venue. Please check our opening hours section for availability.
- Frederick Douglass - Our new Service Hub opens on 6 January 2025 and is by appointment and walk-up. Please check back to book appointments.
Locations and opening hours
Please note both Support Hubs will be closed during the University closure period from Friday 20 December until Monday 6 January.
Frederick Douglass Centre Support Hub
Our in-person Service Bar, on the ground floor of FDC, is by appointment and walk-up. This venue is opening on Monday 6 January 2025. The venue will also host End User Computing and AV support for colleagues.
| Day | Term Time | Out of Term Time |
| Monday-Friday |
9:00-16:30 |
9:00-16:30 |
| Saturday | Closed | Closed |
| Sunday | Closed | Closed |
Find us using what3words.
Philip Robinson Support Hub
Our in-person Service Bar in the Philip Robinson Library (PRL) level 2 is by appointment and walk-up and is open during the following times:
| Day | Term Time | Out of Term Time |
| Monday-Friday |
9:00-16:30 |
Closed |
| Saturday | Closed | Closed |
| Sunday | Closed | Closed |
The PRL IT cluster rooms are available for self-study when the Library is open, see the Library opening hours.
Our cluster rooms
Find out more about our cluster rooms and the printing and scanning services available.
Contact us
For other methods of contact and support, including 24/7 telephone support see our Contact Us section.
WiFi Connection Clinic
A free Connection Clinic is available to all students and staff of Newcastle University to help connect personal devices to the network and get access to University provided IT services. Whilst we don't support customers' personally owned equipment and devices, we will offer “best efforts” advice. Please remember that you are responsible for your personally owned equipment and devices at all times.
The Connection Clinic is available at our Service Bar venues (see the locations tab) and is open Monday to Friday between 09:30 – 16:00 and you are encouraged to book an appointment to see us.
We can help with:
- Connection of your device to our campus docking and/or wireless networks
- Configuration of University email on your device
- Installation of personal software purchased via NUIT
- Removal of Anti-virus and Spyware
- Firewall and security settings
- System start-up errors
Most issues can usually be resolved within 15 minutes of initial diagnosis. For work that will take longer than this, we offer a free 45 minute slot which you will be asked to book and return with your device.
We can't:
- Assist with any equipment running out of support operating systems
- Undertake any repairs to broken or faulty hardware
- Install any operating systems or licensed software unless purchased via NUIT
- Advise on software or systems unless used for academic purposes
Whilst IT Service will offer help and assistance deemed to be necessary and take all possible care, neither the IT Service nor its staff can be held responsible for any of the following:
- Any loss of data or documents from your computer, it is your responsibility to back up any important data before allowing a technician to examine your machine
- Invalidation of any warranties relating to equipment or software. If your equipment is still under a manufacturer’s warranty we recommend contacting them in the first instance
- Any damage to your equipment
Please note:
- NUIT offer assistance with no guarantee of a satisfactory repair, restoration or repair deadline schedule
- The device you bring to us must be your own property and you must remain present with your device whilst we assist you with your problem
- You must transport your device to and from the clinic at your own risk
- When you bring a personal device to our clinic you agree to all the terms and conditions detailed above
Common MS Word queries
The Student Progress Office provides information on Research Degree Examination Procedures and Forms, including Guidelines for the Submission and Format of Theses. You may also wish to speak to your supervisor for advice on thesis presentation.
The Service Bar can provide only limited support on the use of Word however, we have created the following IT support guides for common Word queries to help you with the submission of your document:
- How to change the language of a Word document
- How to change the editing language in Word
- How to convert Word to PDF
- How to count the number of words in a Word document
- How to set page numbering in your Word document
- How to find our the file size of your Word document
- How to set different page orientations in the same Word document
- How to set mirrored margins in your Word document
- How to create a table of contents in Word
- How to add captions and create a table of figures in Word
- My document won't save
- My document won't print
Alternatively, at the top of your Microsoft Office apps on Windows you'll find the new Microsoft Search box. This powerful tool helps you quickly find what you're looking for, from text to commands to help and more.
Meet the team
Service Bar is staffed by a dedicated team of experienced IT Analysts. We were previously known as Cluster Room Support. We provide in-person support at our Service Hub venues. We also look after the Student Print Service and the IT equipment in the majority of IT clusters and study spaces across campus.
- Joe Carr
- Sophie Clennell
- Ed Duffy
- Patrick Lindley
- Steven Minto
- Michelle Embleton Thompson (Manager)