skip to content

Faculty of Mathematics

How to Get Assistance and Help : help@maths.cam.ac.uk

Please email for IT/computing assistance help@maths.cam.ac.uk.

Or telephone the HelpDesk at Xt. 66100

The person needing assistance should contact the helpdesk themselves if at all possible. Communicating via a middleman makes it harder for IT staff to obtain a clear picture of what is going on. If you do submit a helpdesk ticket on someone else's behalf, please cc them in your email to ensure that they are kept in the loop.

Information to include that will help us help you.

The helpdesk (help@maths, 66100) is staffed by a rota of IT staff. Core hours are 10:00 until 13:00, 14:00 until 17:00 Monday to Friday (excluding departmental closures and bank holidays). During core hours, we aim to have someone answering the phone and reacting to email requests immediately. We aim to reply to email requests within an hour or so; if things are busy, responses to some requests will be delayed. It's reasonable to expect to receive a reply on the same working day as the request, unless the request is sent very close to 5pm.

Emails to the it-emergency@maths address are sent to our regular helpdesk system but also emailed to every member of the IT team directly. On average, this means that someone will see your ticket before the next working day's core hours, but we can't guarantee it. While many of the IT team often read their work email during the evenings, they are not compelled to do so, nor to respond to support requests. Any work done out of hours is on a 'best effort' basis.

Other sources of help

  • The troubleshooting web page
  • ask friends and colleagues
  • Check the computing wiki
  • several of the research groups have a computer systems manager responsible for looking after the specialist software (and hardware) operated by the group. You should normally direct requests for help about group-specific matters to your group computer manager, but please feel free to ask the Computers Officers about general computing matters as we know everything about anything (or can find someone who does).
  • Information about most UNIX commands is available on-line using the man command or the info command.