ITD provides support at no charge (excluding computer equipment not covered by warranty or maintenance) for supported computers and associated peripherals purchased from approved suppliers running the ITD standard build for use within the University. This support includes:
- system specification,
- configuration (installation of both the hardware and software),
- set-up in your office,
- connection to the University network,
- transfer of data to a new pc or notebook (NB: transferred data is held for 2 weeks only)
- training in the use of the personal productivity applications,
- consultancy in the use of the equipment.
ITD also provides support for University owned PCs used outside of the University as long as the hardware is brought back to UL for any subsequent work. ITD recommends that all ex-warranty hardware such as pcs, notebooks and printers is placed under the University's hardware maintenance agreement as this ensures hardware issues can be rectified in a timely and cost effective manner. Following a successful tender in 2012 ICT Services were awarded the maintenance contract. All requests for support on ITD supported computer equipment should be directed to the ITD Service Desk so that the call can be logged and monitored. The Service Desk (part of the IT Services team) will try to answer your call directly. If the call relates to an ITD service outage (such as the network, an email server being unavailable, or an issue with one of our supported systems such as SharePoint) the call will be escalated to the relevant ITD service group for attention. If your department has it's own computer support staff (CSIS, ECE, Physics, MOE, MAE, M&S) then you will be requested to contact your departmental Computer Techician to resolve the problem for you. All other calls will generally be escalated to IT Services Second Level team who will normally respond to these calls according to the following priority:
- Faults reported on computer equipment in lecture theatres and seminar rooms.
- Faults reported on computer clusters that have an impact on booked classes
- Faults reported by staff that stop their PC from functioning (not booting up or other fatal hardware or software error).
- Faults and requests by the President's Office.
All other calls are generally dealt with on a first-come first served basis but taking in consideration the optimisation and effective use of ITD staff time.
Staff may request additional applications software to be added to the ITD Standard Build.
In the event that staff have installed non-supported packages onto their computer and subsequently experience problems, they may ring the ITD Service Desk who will attempt to resolve the problem over the telephone. In the event of the Service Desk being unable to resolve the problem they will escalate the problem to an IT Services Engineer who will contact the staff member to arrange an appointment to provide a 'best effort' service of upto one hour to help resolve the problem. ITD staff will not generally be able to answer specific questions on how the package works. These calls are treated at a lower priority than calls relating to Staff PCs with the standard ITD build. In the event that such an installation results in the computer no longer functioning correctly the staff member may ask ITD to re-install the ITD standard build on a PC supplied by one of the University's preferred suppliers.
Note 1: The current ITD policy precludes ITD staff from working on any computing equipment that is not University owned and this also precludes ITD staff from traveling to staff homes to work on University-owned equipment.
Note 2: To ensure ITD can provide the UL build and offer on-going support, Staff PCs must have a minimum specification of at least 1Gb ram, a hard drive of 40Gb and a processor speed of 1.8GhZ.
Training in the use of the personal producitivity tools (Microsoft Office) is available either by using online courseware or by attending scheduled classes. Generally ITD contracts out formal training to outside training companies. The CPU are now running MOS (Microsoft Office Specialis) training courses. More information available on the HR Website
A large resource of Frequently Asked Questions is also available.
If you need to report a computer problem please use the Call Logging system. Instructions on how to use this service is available here