Service catalogue

Our Service Catalogue is a list of services provided by IT Services to members of the University 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 University 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 University IT Consultative Group.

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

Staff Desktop Support

Service ID

13

Summary

Provides and supports University 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.

Permitted users

  1. University staff.
  2. Research postgraduates, via their supervisor.

Gaining access

Support is available:

  1. By consulting the IT Services material available online.
  2. By completing the appropriate webform (http://www.sussex.ac.uk/its/help/staff.php)
  3. By calling/visiting the IT Services Service Desk during opening hours.
Hours of operation

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.

Supported period

Normal working days 0830-1730.

Change control

Service provision reviewed annually.

ITS Responsibilities

  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.  http://www.sussex.ac.uk/its/help/
  4. To provide support and advice to permitted users on best use and access to IT systems.

Service user responsibilities

  1.  To regularly consult IT Services’ website for ongoing service status updates http://www.sussex.ac.uk/its/
  2. Prior to requesting support, to consult Online Help Desk and guides, see: http://www.sussex.ac.uk/its/help/
  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:  http://www.sussex.ac.uk/its/help/smartform
  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 University-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.

Service dependencies

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

Detailed service description

 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 University 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: www.sussex.ac.uk/its/cfw). 

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).

Links to ITS documentation

Definitions

Normal working days
These are defined for all ITS services as Monday – Friday inclusive, but excluding Bank Holidays and University 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 University of Sussex, 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