When enquiring about our Library Services or seeking IT advice, you can use our web-based enquiry management system called Freshservice.
To access Freshservice, please click on myit.abdn.ac.uk. You will be asked to sign in, using your University of Aberdeen (UoA) username and password. When you land on the homepage, please select the first option to Report an issue and a new window will open where you can submit details of your enquiry.
Once you have submitted your enquiry, it will be given a unique reference number (ticket number) in Freshservice, which will be emailed to your UoA email account. You will then be able to interact with staff members, ask further questions and receive support.
As soon as all actions and conversations have been concluded, staff will resolve the ticket, and you will receive an email to that effect. A subsequent email will follow with a short satisfaction survey, to offer you the opportunity to provide feedback on the process and on the outcome of your enquiry.
A comfortable study and learning environment for all The Library is here to support your study and research by providing a range of study spaces to suit your individual needs. Members of staff can be contacted at any point, in person or via email/telephone, so please don’t hesitate to get in touch if you have any queries about the Library’s facilities and services.
Finding the information you want – using the resources Find books and journals in print and electronic format, museum objects, theses, images, exam papers and more just by using Primo, the Library’s discovery tool. If you would like help using the different functions within Primo, speak to a member of staff in the Subject and Enquiry Team, at the Information Centre on Floor 1 of The Sir Duncan Rice Library. Subject and Enquiry team staff can also be found on Floors 5 and 6 of the Sir Duncan Rice Library. Please contact us at library@abdn.ac.uk.
If you have a subject-specific question, need help constructing a search strategy or using one of our specialist databases, speak to the Information Consultant for your discipline. A detailed list can be found here.
Borrowing enquiries, fines, using the Heavy Demand section, collecting reserved items Speak to staff at the Information Centre onFloor 1 if you need help placing requests on books or collecting reserved items. Staff on Floor 1 can also advise on Inter-Library Loans and access to your borrower record. The Heavy Demand section is on the west wall of the building, next to the Information Centre. It contains books that are heavily used, a DVD collection, study spaces, self-service kiosks for borrowing and returning. It also contains MFDs for copying, printing, and scanning. Staff on Floor 1 can provide advice on how the Heavy Demand section works.
Copying/printing Speak to any member of staff on floors 1, 5 and 6 if you need help using the MFDs. Also, there are detailed guides on the notice boards behind the MFDs to help you understand the functions of scanning, printing and photocopying. These guides are available from the University’s Toolkit, found here. Remember to top up your printing budget! For information on paying for printing, click here.
IT-related queries Our IT service desk is the first point of contact for issues relating to connectivity, printing, username & password problems, remote access and more. The service desk is located on Floor 1 of The Sir Duncan Rice Library. You can also email servicedesk@abdn.ac.uk or call 01224 -273636 (this number also connects you to the Out-of-Hours service). Calls can also be logged through MyIT, a self-service facility for reporting problems.
Printing and binding your dissertation The University’s binding service is on 23 St. Machar Drive. Services include colour and black & white printing, soft and hard binding, lamination, large format poster printing and more. Tel: 01224 – 272578 Email: printshop@abdn.ac.uk
RefWorks See our RefWorks Library guides at www.abdn.ac.uk/library/support/library-guides-101.php#R (Navigate to our Library guides section on the Library website and select ‘A-Z’, then click on ‘R’ and scroll down to ‘RefWorks’)
For Research Postgraduates and staff, further instruction on how to use RefWorks’ advanced features is provided in our Literature Searching Essential Skills workshop series. These run 3 times a year. To search for and book these sessions, please see the course booking website. Alternatively, speak to one of the Information Consultants.
Also, a great many IT questions can be answered by consulting the Toolkit, the “digital companion to the University”. The Toolkit brings together many IT related resources into one easy to use place and is often the best place to begin looking for information on all IT matters.
Also, a great many IT questions can be answered by consulting the Toolkit, the “digital companion to the University”. The Toolkit brings together many IT related resources into one easy to use place and is often the best place to begin looking for information on all IT matters.
Find out more about the ways in which you can use your university username and password and your student ID by watching this very short video brought to you by our colleagues in IT.
Remember to never reveal your passwords to anyone. For further information, see document: My Identity.
The IT service Desk on the Old Aberdeen campus is located on Floor 1 of The Sir Duncan Rice Library and is the place to come with any IT issues you may be experiencing. The Service Desk is open at the following times:
Monday, Tuesday, Thursday and Friday
09:00-17:00
Wednesday
10:45-17:00
There is also an IT Service Desk based at the Foresterhill Campus (Polworth Building, 1:122) which is open at the following times:
Monday, Tuesday, Thursday and Friday
09:00-17:00 (closed for lunch 13:00-14:00)
Wednesday
10:30-17:00 (closed for lunch 13:00-14:00)
Making a visit to one of these desks may not always be practical, so there are additional ways in which you can submit any IT queries you may have:
Login to the MyIT portal – our self service web facility – to:
log a new call with the Service Desk
update your call with new information
check the progress of any open calls you have logged
Also, a great many IT questions can be answered by consulting the Toolkit, the “digital companion to the University”. The Toolkit brings together many IT related resources into one easy to use place and is often the best place to begin looking for information on all IT matters.
InfoLinks 