The ICT Services Helpdesk is the central point of contact for staff and students for all ICT-related requests and issues including:
· requests for information
· hardware or software faults
· telephone requests and fault reporting
· requests for additional hardware or software
The Helpdesk can be contacted by:
· Telephone: 01246 500752 ext 1752
· In person: S804 (8th floor, South Block, Infirmary Road site)
· Email: firstname.lastname@example.org
The Helpdesk (term-time) opening hours are:
· Monday: 08:00-18:00
· Tuesday: 08:00-17:30
· Wednesday: 08:00-17:30
· Thursday: 08:00-18:00
· Friday: 08:00-16:30
If there is no answer when you call the Helpdesk, please do leave a message. The Helpdesk answerphone is checked regularly during our opening hours.
Members of the College Management Team have the Head of ICT's contact details for use in the exceptional case of Immediate or High priority incidents where the Helpdesk cannot be contacted.
To keep ICT systems and service running smoothly and to enable smaller pieces of project work and upgrades to be carried out, the College operates a framework for the management of ICT systems maintenance.
This includes regular planned downtime when work is carried out and during which staff should not attempt to use College ICT systems.
Most types of maintenance must be authorised in advance by the Head of ICT. This is to ensure that changes are properly managed and authorised, including evaluation of the risks posed by the proposed change and that appropriate roll-back plans are in place.
There are three maintenance windows each week:
Very rarely, systems have to be taken down for emergency maintenance with little or no notice. This is only be done to address serious problems which are at high risk of damaging that system or others.