Finding IT help
The next in our series of Service Desk updates includes collections of help topics, new service requests and tips for finding answers
This term’s update from the central IT Service Desk includes updates to our Generic Account Ownership service request, new features to look out for, and updated guidance for connecting to eduroam.
Popular requests for help
The Service Desk receives a lot of common requests from across the university. Here are some of our top reminders this term.
- Comprehensive guidance about how to connect to eduroam is on the IT Help website.
- What if you lose your authenticator app? Avoid the hassle of resetting your multi-factor authentication (MFA) by setting up an additional MFA factor now.
- All you need to know about the upcoming VPN replacement.
Don’t forget there is a dedicated collection to help you with Microsoft Teams - a great place to find answers to many Teams-related questions.
What’s new this term
Among other changes, you may notice improvements to our telephony service very soon. Please remember to have your University card number/SSO details to hand before you contact the central IT Service Desk by telephone. This helps us to identify you quickly and work out how best to help you.
New service requests
New service requests are regularly developed. Here are a few of the latest requests which you may find useful:
- Suggestion for IT Self Service: You can now make suggestions for new requests to be made available, or for improvements to existing requests.
- SSO Activation Code request: This allows the Temporary Staffing Services or college/department HR to request an SSO activation code for a new staff member. The code is then sent to the person’s external email address.
- Rename or Delete Mailing List: This updated version includes the option to upload a spreadsheet to rename and/or delete multiple mailing lists.
For ITSS colleagues, we’ve updated our Generic Account Ownership Change request allowing you to request account ownership changes after the old owner has left the university. It also explicitly asks if the old owner should lose access to the account.
Getting IT help
Our IT Help website had over a million visits during 2022! The site includes lots of easy to follow quick help guides for the most popular systems and software. But remember, your local IT support colleagues know your local systems best and are a great first port of call.
Can't find the answer or need additional support for a service?
You can provide relevant written details and screenshots using the Request for Help form or the relevant form in IT Self Service. Clear information from you helps all the support centres to understand your problem and help you more quickly.
If your query is urgent, our Service Desk colleagues are available by telephone 24/7 all year round (with support from our out-of-hours service partners). Have your University card to hand and call 01865 (6) 12345.
Did you know?
Our web page, How to provision IT access for staff joiners, includes detailed information on how to arrange access to a large range of IT resources managed by IT Services.
The instructions are tailored for both line managers and staff joiners.
