Your Account / Access Management

This article describes the Your Account / Access Management (UC1) service, part of the Service Catalogue, including details on support offering, and how to access the service.

Service Description

Provision and management of secure, timely access to University of Leeds services and resources.

To provide University of Leeds staff, students and visitors with the right level of access to services and resources to execute their jobs effectively while ensuring that the confidentiality, integrity and availability of services are protected in accordance with the information security policy.

Contact type Contact(s) 
Key Business Stakeholder(s) To be confirmed
ELT lead Head of Service Management and Infrastructure
IT Service Owner(s) User Services Manager
IT Service Manager(s)Front Line Services Manager
Business Relationship Manager (BRM)KB0012310 Business Relationship Management

Standard Service offering

What IT delivers from a user perspective.

UC1.1 – Identity and access management including username and password management

UC1.2 – File storage and quotas

UC1.3 – Service and resource access including Office 365, VLE, Portal, UoL desktop applications and print

UC1.4 – Security compliance, audit and investigation of misuse

Service Support Level

Level 1 Service - Business critical services essential to business operation, requiring a primary, secondary and tertiary contacts in application support as a minimum. IT Manager assigned.

Level 2 Service - Business operational services contributing to efficient business operation requiring a primary and secondary contact in application support as a minimum. (Infrastructure support (configuration, database, servers). IT Manager assigned (optional).

Level 3 Service – does not have any 2nd line support and will be a best endeavours approach only. Also includes any automated self-service, self-help solutions. May not have an IT Managers assigned.

How to request

Please contact the IT Service Desk in the first instance for further information or via the self Service portal to make that initial request describing your requirements.

How to access

This service is accessible to all University staff and students; visitors and partners - please use the self-service portal or contact IT Service Desk for more information.

See the knowledge base articles related to this service on the IT website at 

How to use 

See the knowledge base articles related to this service on the IT website at 

Hours of availability and support

The best way to contact IT is via the IT Self Service site ( or in person (level 10 EC Stoner).

First level support is via the IT Service Desk - The IT Service Desk availability is published in the knowledge base article KB0012259.

Second level support will be available 09:00-17:00 Mon - Fri

SLAs and OLAs

In review - to be published in due course.