5XÉçÇøÊÓƵ

13

Provides and supports 5XÉçÇøÊÓƵ staff (and Research postgraduates, via their supervisor) using workstations (PC, MAC and Linux) procured via IT Services and the Centrally-Funded Workstation Scheme (#14). Additionally support is provided for specialist research labs and school workrooms. Support includes installation of new workstations with standard staff software image, warrantied repairs, user support and guidance in all aspects of hardware, software and services provided by IT Services. The service includes peripheral and printer installation, on-going support is provided only for networked printers.

1. 5XÉçÇøÊÓƵ staff.
2. Research postgraduates, via their supervisor.

Support is available:

1. By consulting the IT Services material available online.
2. By completing the appropriate webform ()
3. By calling/visiting the IT Services Service Desk during opening hours.

IT Services webpages: available 24 hours a day. Staff Desktop Support: Normal working days; Service Desk: Mon-Fri 0900-1900 (term-time); 0900-1730 (vacation) normal working days.

Normal working days 0830-1730.

Service provision reviewed annually.

1. To ensure that supported workstation hardware and peripherals are deployed safely and operating correctly.
2. To ensure that operating systems and software installed on staff workstations are appropriate, correctly-licenced, current and virus-free.
3. To send a response to a request for support within one normal working day.  
4. To provide support and advice to permitted users on best use and access to IT systems.

1.  To regularly consult IT Services’ website for ongoing service status updates
2. Prior to requesting support, to consult Online Help Desk and guides, see:
3. To be responsible for safeguarding an allocated workstation or mobile system from misuse and damage.  (In the event of damage, Schools and Professional Service groups will be advised, in advance, of the extent and potential cost  of repairs).
4. To report all workstation or mobile system faults, submitting  support requests via the online webform: 
5. To quote the appropriate Request Tracker ticket number when following up existing queries (see 4 above).
6. To ensure any additional software they wish to install on 5XÉçÇøÊÓƵ-owned machines is virus-free and fully-licenced/legally compliant.
7. To be responsible for ensuring their data is saved/backed up correctly to appropriate network drives/systems, and not stored solely on their workstation or mobile system.

 Data Network (#1);  Managed Filestore (#2), Windows Service( #4), Mac Service (#6), Linux Service (#8), Applications Software Management (#26).

 Installs, tests and maintains approved workstation and mobile systems hardware (PC/Mac/Linux), basic peripherals and standard software procured by IT Services and supplied to 5XÉçÇøÊÓƵ staff and Research postgraduates, either within their departmental entitlement under the Centrally Funded Workstation Service (#14) or at supplementary cost.

New systems provided (under the Centrally-Funded Workstation Scheme (#14) or at Departmental cost) are repaired at no charge to the Department until scheduled for replacement; if retained by the Department beyond the terms of the prevailing managed lifecycle, they become ineligible for support. (see ‘Support’ section at: ). 

Diagnoses (desk-side and remotely) reported hardware faults, providing warrantied repair to workstations within the stipulated managed lifecycle, or advising replacement where appropriate.

Provides full support and maintenance of software provided as part of the Windows Service (#4), Mac Service (#6) and Linux Service (#8).

Guides staff in the installation of additional licensed software and patches, and, if necessary, installs additional approved software programs on request.

The service includes the installation of peripheral devices and printers (but not their ongoing maintenance or repair other than via an external paid-for contract). Continued support for networked printers is provided, but support is not available for local printers beyond their initial installation.

Maintains  an inventory of all hardware provided and managed on behalf of Schools and Professional Services groups, providing reports on request. 

Removes and disposes of redundant workstations under the CFW scheme (#14).

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