Cardiff University
Cardiff University's Security Department offers essential IT support services for students and staff. You can contact them for first-line IT support, including password resets, Wi-Fi issues, and hardware or software advice. They also handle incident reporting for IT system outages or security incidents. Most queries are initially managed by first-line support and may be escalated if necessary. It's recommended to use the online portal for faster responses during busy periods. Typical wait times can be longer during peak periods, such as the start of the semester. For urgent issues, calling directly may be more effective.
Updated 15 Dec 2025
Expected outcomes
- Reset passwords
- Report IT incidents
- Get Wi-Fi assistance
- Receive hardware advice
- Troubleshoot software issues
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- University login
- User ID
- Contact details
- Device information
- Description of issue
- Personal ID details
Known issues
Users frequently experience long wait times, especially during peak periods like the semester start. To mitigate this, the university offers escalation to a ticketing system or a callback option. Additionally, there are occasional delays in password reset processing, particularly during high demand. To address this, users are encouraged to utilize the self-service portal, which is available 24/7. For faster service, it's advisable to use the online portal during busy times. If immediate assistance is needed, contacting the helpdesk directly is recommended.
