IT ServicesExternal Partners

Service Catalogue

IT Support

Call Centre

Service Name

Call Centre

Service Description

IT Services can design and build bespoke call centre services with optional off-site queuing, IVR voice menus and reporting. 

Features

Interactive voice menus, date/time of day based call routing, message recording, reporting, call queuing

Service Users

The service is available to all telephone users on request

Service Availability

24/7 except for planned maintenance and unforeseen incidents on campus.

Support

The IT Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail: IT.Services@lboro.ac.uk.

Application Support Level

(if applicable)

Application written by vendor. Support for hardware and operating system by IT services, support for application by vendor, issues jointly investigated, developments by vendor.

Documentation

No documentation is available for this service. Please contact the IT Service Desk for more details

Request Process

Contact the IT Service Desk on 222333 or email it.services@lboro.ac.uk

Costs

None

IT Services Webpages

Service Name

IT Services webpages

Service Description

IT Services owned and managed website; detailing IT requirement sand support for Students, Staff, Researchers and External Partners

Features

Information and support on Loughborough University’s IT facilities and service.

Service Users

 Staff, Students, Researchers and External Partners

Service Availability

24/7 except for planned maintenance and unforeseen incidents on campus and via VPN.

Support

The IT Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk

Application Support Level

(if applicable)

N/A

Documentation

IT Services website

Request Process

Please refer to the Support section.

Costs

None

Print Service: End User Support

Service Name

End user Printing Support

Service Description

Provision of support for users of the University managed print service.

Features

This service provides at Service Desk support and at desk support for users of the corporate print services. Support is limited to the desktop print environment i.e. drivers, network connectivity and LU supported infrastructure as per the Print Service. It does not include support or maintenance of the printers or multi-function devices, nor does include consumables such as toners.

Service Users

This services is available for all University members of staff, students using University managed print service.

Service Availability

The service is available on campus only and operates between 08:30 and 17:00

Support

The IT Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk

Application Support Level

(if applicable)

1)     Printer support – support is limited to ensuring that the device is connected to the network and accessible. Any hardware or printer specific issues are managed by the third party supplier.

2)     Desktop support – the Service Desk and Desk side support teams will provide support for any printer drivers or configurations included in the managed desktop service, or on University provided machines connecting to the managed print service.

Documentation

 

Request Process

Via email to it.services @lboro.ac.uk phone 01509 222333 or via self services on lboro.service-now.com

Costs

None

Service Desk

Service Name

Service Desk

Service Description

A central support service for all IT requests and incidents. The Service desk will diagnose and where possible resolve issues, or fulfil request. The Service Desk is a central point of contact for all IT related issues.

Features

This service provides support for staff, students and external tenants. It includes software and hardware support, support on corporate applications, user account administration and software installations.

Service Users

This service is available for all University members of staff, students and any external organisations who are permitted to use a University managed service.

Service Availability

The service is available on campus only and operates between 08:30 and 17:00

Support

The IT Service Desk is available 8:30 a.m. to 5.00 p.m. Monday to Friday (excluding when the University is closed). Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk

Application Support Level

(if applicable)

  1. Staff Desktop service – support for hardware, operating system and approved software installed and managed as part of the staff desktop services. Installation of approved software.

  2. Macs – support for the hardware, operating system, Adobe products and MS Office suite on University purchased Macs. Installation of approved software.

  3. Corporate applications – support for any corporate applications.

  4. End User administration – administration of user accounts and credentials including password resets and account creation.

  5. Support for Printing – support for users of the corporate print service.

The Service desk will provide troubleshooting and incident resolution where possible – if not possible calls will be escalated to specialist support teams.

Documentation

 

Request Process

Via email to it.services @lboro.ac.uk phone 01509 222333

Costs

None