How to get IT Help

We are excited to announce the launch of our new ATU IT Helpdesk Support Portal. 

The new system builds on the best of existing localised helpdesk ticketing solutions and processes to deliver a common and consistent approach to IT support across the ATU. This system streamlines the process of submitting and tracking IT requests, making it easier for both staff and students to get timely assistance. A native mobile app is available here 

Can’t access your ATU account to raise a helpdesk ticket? Don’t worry, we are here to help 

Simply click below to communicate with your ATU helpdesk team. 

• Click here if you cannot login

How to Use the New System

Accessing the System

Visit https://helpdesk.atu.ie/ and click on ATU IT helpdesk. 
Alternatively, click on the “IT Helpdesk” link on the University websites. 

Submitting a Ticket

• Click on the “Report an issue” button. 

• Fill out the required fields, providing as much detail as possible about the issue. 

• Attach any relevant files or screenshots to assist the IT team in diagnosing the problem. 

Tracking Your Requests: 

• Navigate to “Requests” to view the status of your requests. 

• Use the search and filter options to find specific tickets. 

Service Desk Plus Mobile App Guide 

Follow these steps to get started with the Service Desk Plus app on your mobile device. This guide will help you set up the Service Desk Plus app on your mobile device and connect to the ATU Helpdesk instance. To use the Service Desk Plus app, you need to download it from the app store corresponding to your device: 

Apple / Android Users 

1. Open the App Store on your iPhone or iPad or for Android users Open the Google Play Store. 

2. Search for “ServiceDesk Plus SaaS Helpdesk”. 

3. Tap “Get” to download and install the app. 

4. Once you have installed the app, locate the Service Desk Plus app on your home screen and open it 

5. In the server field, enter https://helpdesk.atu.ie. 

6. Enter your ATU account credentials (username and password). 

7. Once signed in, you will be prompted to select an instance. 

8. Select the “ATU Helpdesk” instance. 

Navigating the App 

After logging in, you will be able to access various features of the Service Desk Plus app. Here are some key functionalities: 

 Home Screen 

The home screen provides an overview of your tickets, tasks, and notifications. 

 Create a ticket 

To create a new ticket, tap on the “+” button or the “New Ticket” option. 
Fill in the required details such as the issue description, category, and priority. 
Tap “Submit” to create the ticket. 

 View Tickets 

To view your existing tickets, navigate to the “Tickets” section. 

You can filter and search tickets based on various criteria such as status, priority, or date. 

Self-Service Support: 

Password Reset: https://password.atu.ie/ 

IT Helpdesk Locations