5XÉçÇøÊÓƵ

Service catalogue

Our Service Catalogue is a list of services provided by IT Services to members of the 5XÉçÇøÊÓƵ of Sussex and certain categories of visitors.

Each service within the catalogue typically includes a brief description of the service and how to access it, who is entitled to use/request the service, details of availability and service maintenance, and links to further information. This is intended to help improve knowledge within the 5XÉçÇøÊÓƵ of the range of services we currently provide and to help users get more out of them. The range of services offered is reviewed annually with the 5XÉçÇøÊÓƵ IT Consultative Group.

Information and Support
Applications and Tools
Student Workstations
Teaching and Learning
Staff Services
Business Services
Research
Network and Storage

Service Desk

Service ID

10

Summary

Provides members of the 5XÉçÇøÊÓƵ and visitors with information and procedures for making best use of the facilities and services provided by IT Services within their entitlement. Accepts queries by personal visit, email, webform and telephone. Handles user account matters, including IT Services account management.  Offers advice and support on the use of supported IT systems and supported software (#26). Loans specified items of portable AV equipment.

Permitted users

  1. Members of the 5XÉçÇøÊÓƵ.
  2. Visitors, by arrangement.

Gaining access

Support is accessible:

  1. By consulting the IT Services material available online.
  2. By completing the appropriate webform.
  3. By visiting/calling the Service Desk or Help Point in the Library during opening hours.

If a problem with a supported aspect of the service cannot be solved at the Service Desk, the user will be invited to make an appointment with a specialist for additional technical help and advice. 

Hours of operation

Service Desk: Normal working days Mon-Fri 0900-1900 (termtime); 0900-1730 (vacation). Library Help Point: Mon-Fri 1100-1700 (term-time). Occasional closure for staff training (with at least one day notice).

Supported period

Normal working days.

Change control

Service provision reviewed annually. Changes will be advertised in the normal ways.

ITS Responsibilities

  1. To staff the Service Desk during advertised hours of operation.
  2. To send a response to an online support within one normal working day. 

Service user responsibilities

  1. Users should produce identification on request, e.g. valid student card, staff card, or other proof of 5XÉçÇøÊÓƵ membership.
  2. Users should consult the IT Services web site in the first instance for information about IT services.
  3. Users requesting help should consult the Online Help Desk and  guides available online in print before contacting Online Support or the Service Desk.  See:
  4. Users should quote the appropriate request tracker ticket number when following up existing queries.
  5. Faulty ITS equipment should be reported via the online forms.
  6. Users must ensure that all personally-owned computing devices connected to the campus network are kept virus-free and functioning correctly. IT Services cannot support broken or virus-compromised computers.  Compromised machines will be barred from the campus networks until repaired or disinfected.
  7. Users must ensure that all software installed on personally-owned machines is fully-licensed/legally compliant.

Expected availability

As per advertised hours.

Service dependencies

Service depends on Data Network (#1); Managed Filestore (#2); Windows Service (#4); Computer Printing (#15); Sussex Direct Support and Development (#23); IT Account Management (#0).

Detailed service description

The following services are provided to personal, online or telephone enquirers at the Service Desk, as staffed during opening hours:

 Help with general enquiries about IT Services at Sussex.

  1. Support for online Registration.
  2. IT User account administration and permissions, e.g. resetting
     of forgotten passwords.
  3. Provision of laptop support appointments to assist in  configuring personal devices with correctly-licensed software to access the data network (Service #1). NB: It may not be possible to configure computers with legacy or non-English operating systems.
  4. Help with queries about printing services.
  5. Sale of software to staff and students as detailed at:
  6. Use of Request Tracker to log faults on IT Services equipment and services reported by staff and students.
  7. Arrangement of longer consultation with a specialist from IT Services, if Service Desk staff are unable to resolve a reported issue. 
  8. To give 5XÉçÇøÊÓƵ staff and students help and advice in connecting personally-owned computing devices to the wireless and residential networks. 
  9. Loan of specified portable AV equipment, subject to availability.

 Support is provided online and via email:

 Online Help Desk (Knowledge Base): this is a set of frequently-asked questions and answers (FAQs) which users are advised to consult first, together with other online information.

  1. Help may be obtained from Online Support via the online Support Request form (preferred) or via email, to support@its.sussex.ac.uk. Queries may be sent to Online Support at any time, although this service is only staffed during the advertised hours of operation.

 

Links to ITS documentation

Definitions

Normal working days
These are defined for all ITS services as Monday – Friday inclusive, but excluding Bank Holidays and 5XÉçÇøÊÓƵ Minimum Service Days.
Scheduled Maintenance
IT username and password
These are the login credentials, issued by IT Services to registered students and current staff of the 5XÉçÇøÊÓƵ, enabling access to email, workstations and other services requiring authentication.

New and changed services

Information about changes to services including any scheduled maintenance, are posted on the IT Services website and distributed by the IT Services Facebook, Twitter and RSS feed. Current service status traffic light information is also displayed on the IT Services website.

If the service you are enquiring about is not described below, please get in touch.

User responsibilities

All service users are expected to abide by the rules and regulations described in Regulations for the use of Information and Communication Technology and to report faults, as they arise, to IT Services.

Updated on 17 October 2013