A number of services are available at the IT Services Helpdesk. Here is
a brief overview of some of them.
- User Registration
- All users must be registered to use services provided centrally by
IT Services. Registration involves proving your identity (usually by
means of a student or staff ID card), agreeing to the terms and conditions
of the use of computing facilities, and being allocated a number
of usernumber/password pairs. Registration is always required before being
able to use
the central IT Services computing labs and email services, and registration
may also be required for other services.
- IP address allocations
- All computing equipment to be used on the network must have an
IP address registered. For departmental equipment, the departmental
Computer Officer will normally co-ordinate IP registrations. A number
of details will be required about the equipment in order to register it.
PCs in the Halls of Residence will have an IP address automatically assigned
when they are first used by DHCP.
- Network point installations
- Requests for new data points on University premises should be made
to the Helpdesk. You will need to provide full details on where the
points are to go, and the budget code to charge the work to.
- Fault Reporting
- All faults relating to the network or to other centrally-provided
computing facilities should be reported to the Helpdesk. In departments,
faults should normally be reported by the departmental Computer Officer
where it is likely to be a general problem. This helps to prevent the
same fault being reported by a number of people (and thus freeing up
Helpdesk staff to pursue investigation of the fault), and allows the
Computer Officer the opportunity to suggest specific advice to affected
parties, or gather further information that may enable the IT Services
staff to identify and rectify the fault.
- Software help and distribution
- Staff on the Helpdesk have experience in a number of common software
applications, and may be able to offer assistance with problems. Some software
media is available for loan to staff or students for installation on
University computers under certain licence agreements, and
the Helpdesk would be the first point of contact for obtaining this.
- Application forms
- Application forms for various additional services can be obtained from
the Helpdesk. Examples include the "WWW Provider Application Form"
which is required for members of staff and students requiring an allocation
of space on the University web server for their department/society, etc.
- General computing queries
- Helpdesk staff may be able to offer assistance with any general
computing queries you may have, or may be able to direct you to someone
who can. Because in the course of their duties they speak to many
people, they have extensive experience of the expertise of various
organisations, groups, and staff around the campus.
Please note that sometimes, especially in the case of faults with
centrally provided systems, the Helpdesk may not be able to provide an
immediate solution. Details of the problem may be taken and it will then
be passed to an appropriate support group. A member of the support group
(or the Helpdesk again) may then get in touch to request more information,
or to give information on when the problem can be fixed. Please be patient
after reporting a fault; some can be difficult to resolve and
may take some time. All faults are logged and tracked in the Helpdesk