IT ServicesSupporting Research

Service Catalogue

Workplace IT (Staff)

These IT services cover all of your office IT requirements, including your PC, software, printing, networking and telephony.  

Blog Hosting

Service Name

Blog hosting

Service Description

Hosting of  blogs on behalf of Schools and Professional Services

Features

 The service includes:

  • Hosting of blogs and micro websites
  • Editing for authorised staff only

Service Users

 Staff

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)

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

 None

Request Process

 Requests via Web and Digital team within Marketing and Advancement:creativeandprint@lboro.ac.uk

Costs

None

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

Cisco Jabber

Service Name

Cisco Jabber

Service Description

Jabber is an instant messaging, phone integration and presence application that enables you to find the right people at the University, see if they are available and collaborate with them using your preferred method.

Features

Desk Phone Integration

Softphone Mode

Presence

Contact Lists and Groups

Instant Messaging

Voicemail and Calendar Integration

Caller ID on your PC or Mac

Quick Directory Lookups

Phone facilities from off-campus

Group Chats, Group Emails and Conference Calls

Jabber for iPhone, iPad and Android

Service Users

Staff, Research Postgraduates (instant messaging only)

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)

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

Documentation

Please refer to the Cisco Jabber section of the IT Services website

Request Process

Jabber is automatically deployed to all managed Windows 7 machines. Jabber can be installed on non-managed Windows machines and Macs using instructions shown in the Cisco Jabber section of the IT Services website. To enable softphone mode and Jabber for iPad/iPhone, email it.services@lboro.ac.uk

Costs

None

Deskside PC & Mac Support

Service Name

Desk side support.

Service Description

Provision of desk side support for the staff desktop service and University provided Windows and Apple laptops and desktops.

Features

This service provides at desk support for staff, students and external tenants. It includes software and hardware support and installations.

Service Users

This services is available for all University members of staff, students using University provided machines and any external organisations (including wholly owned subsidiaries) who pay for the 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.

Documentation

 

Request Process

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

Costs

External organisations wishing to obtain desk side support must take the desktop service at £370 per machine per year.

Desktop Management Systems

Service Name

Desktop management systems

Service Description

The infrastructure required to manage the Windows desktop service and Mac desktop service.

Features

Service features include:

  • Used to manage Information about all rooms in all buildings belonging to the University
  • Client version but most now use Webcentral  Web based version of software
  • Stores drawings and integrates with Autocad

Service Users

Internal use only – used by IT support staff, IT Service desk and End User Computing.

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)

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

Documentation

None available, internal workspace used to share best practices and guidance documentation.

Request Process

Via IT Service Desk (security group) IT.Services@lboro.ac.uk

Costs

None

Desktop Security (Antivirus and Encryption)

Service Name

Desktop security

Service Description

Security of managed and unmanaged machines by offering up to date antivirus software and a method to encrypt the machine.

The University support the antivirus software Symantec Endpoint protection.  The encryption method recommended is BitLocker and is currently only available to managed windows machines.

Features

The Service includes:

  • Managed antivirus solution which is managed and maintained internally by IT Services
  • Encryption solution which has documented support but is maintained by the user once implemented.

Service Users

Antivirus is available to all campus machines

Encryption can be used by Staff and Researchers

Service Availability

Antivirus 24/7

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 by IT Services, Server and Application support from vendor. Issues investigated by vendor in first instance, developments by vendor.

Documentation

Antivirus

http://www.lboro.ac.uk/services/it/staff-desk/win7/anti-virus/

Encryption

http://www.lboro.ac.uk/services/it/staff-desk/win7/win-bitlocker/

Request Process

IT Service Desk IT.Services@lboro.ac.uk

Costs

None.

Domain Name Registration

Service Name

Domain Name Registration

Service Description

This service registers, manages and renews domain names, and offers advice in relation to such.

Features

A high level overview list of features of the service which the user can use

Service Users

Staff, Tenants

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

Please refer to the Specialist Services section on the IT Services website

Request Process

Please refer to the Support section

Costs

  • managing a domain registered by a third party costs £15 per year;

  • .ac.uk domains cost £125 per year (including administrative costs);

  • .gov.uk domains cost £100 per year;

  • other .uk domains (.org.uk.co.uk, etc.) cost £40 for two years (Nominet-specified minimum registration);

all other domains (.com.net.org.biz.info and .it) are priced at £40 per year with discounts applied for multiple years (£70 for 2; £95 for 3; £115 for 4 and £140 for 5).

eFax

Service Name

Faxing from a PC or Mac (eFax)

Service Description

The eFax system is a small-scale system, designed for use by a limited number of users across campus who have a legal or well defined operational requirement to send and receive documents by fax through their PC or Mac.

Features

The service includes:

Allocation of a dedicated 01509 prefix number for receiving faxes

Sending and receiving faxes through a secure web portal.

Service Users

Staff

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 by IT Services, Server and Application support from vendor. Issues investigated by vendor in first instance, developments by vendor.

Documentation

Documentation for using eFax can be obtained by emailing it.services@lboro.ac.uk

Request Process

Users can request access to the eFax system by contacting IT Services on 01509 222 333 or by email it.services@lboro.ac.uk

Costs

Unknown

Email Distribution Lists (Ad-hoc Mailing Lists Service).

Service Name

Ad-hoc (self service) mailing lists

Service Description

 Self service, self-administered mailing lists. Administrators must be either staff or research students.

Features

 The services includes:

  • Traditional mailing lists (as opposed to Active Directory or other groups).
  • Can be used as broadcast-only contact lists, discussion list or closed (secure) lists with a variety of subscription options. Self-administered, self-managed.

Service Users

Administrators must be staff or research students. List members can be anyone with a valid email address in any domain, internal or external to the University (subject to the agreement of the subscribers).

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)

Application written by IT Services, issues investigated by IT Services application developments by IT Services (open source list management software and web interface).

Documentation

 

https://lists.lboro.ac.uk/

Please refer to the Email Guidance section on the IT Services website

Request Process

By visiting the above URI

Costs

None

Email and Phone Directory

Service Name

University Directory: Email and phone directory

Service Description

 Directory of staff email and phone numbers

Features

 The service includes:

  • Search option
  • Pre-set options (department listing, a-z listing, fax numbers, useful numbers)

Service Users

Staff

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)

Application written by IT Services, issues investigated by IT Services application developments by IT Services.

Documentation

None

Request Process

None

Costs

None

E-mail Shared Mailbox Service.

Service Name

E-mail Shared Mailbox Service.

Service Description

The service provides shared mailboxes for non user positions in the University, such as a Head of Department or Shared mailboxes for holding email for a group of people such as an admin team within a department.

All Mailboxes provided by this service have a defined naming structure which affects their email address as well as their Displayname, these cannot be changed. The naming convention uses either “Role.” Or “Shared.” At the start of the mailbox name. After this mandatory start users can define a unique name for their mailbox.

Features

 The service provides a Mailbox starting with either “Role.” Or “Shared.” That can receive and send e-mail. In addition it provides 3 groups that end in “.Managers”, “.ReadWrite” and “.ReadOnly” that provide access to the Mailbox.

The Managers group contains all the people who can make changes to the group memberships of the three groups allowing any of them to change group membership using either OWA or Outlook. This group does not have rights to access the mailbox contents. Members must also be member of one of the other groups to access the mailbox.

The ReadWrite group permits members of the group to access the mailbox and add and delete mailbox items and send emails from the shared mailbox.

The ReadOnly group permits it’s members to access a mailbox and read its contents.

Service Users

Staff and Research Students.

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)

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

Documentation

 Please refer to Email Guidance section on the IT Services website

Request Process

A new shared mailbox can be requested from IT Services via the IT Services Helpdesk Tel: (01509) 222333 or e-mail IT.Services@lboro.ac.uk . or via the vFire catalog pages.

Requesting  additional permissions on an existing mailbox should be done via the members of the managers group for that mailbox.

Costs

None

Guest Wi-Fi Registration System

Service Name

 Guest internet access

Service Description

This service provides visitors to the University with easy to access wireless Internet access.  The service encompasses both the registration mechanism (yearly, sponsored and self-registration) and the mechanisms for managing the access.  The wired and wireless provision is covered under the main wireless and wired networking services and so out of scope for this entry. 

Features

  • Self-registration via an automatically generated (and future predictable) registration code.
  • Pre-registration via a sponsorship system (available to staff).
  • Yearly registration for longer-term users.

Service Users

Yearly and sponsored registration systems are accessed by staff only.  Access to the weekly code is for staff only.  Users of the network itself are visitors.

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 IT Services, issues investigated by IT Services application developments by IT Services.  Hardware supported under warranty from manufacturer.

Documentation

Please refer to Guest Wi-Fi section on IT Services website

Request Process

All staff can access the weekly code and sponsored registration systems.  Access to yearly registration system is by request via IT Service Desk.  Access to the network itself is by the users who need access coupled with the weekly code, sponsored or yearly credentials as appropriate.

Costs

No charge

Group Workspaces

Service Name

Group Workspaces

Service Description

Shared file space for a group of staff, students, or both.

Features

File space that can be shared by many users.  Read Only and Read/Write access under the control of one or more Managers, using groups available from Outlook address book.  File space has a service protection quota of 200 GBytes

Service Users

Staff, Students, Researchers and any other Active Directory registered user.

Service Availability

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

 

Please refer to the File Storage and Sharing section on the IT Services website

Request Process

A new Group Workspace can be requested from IT Services via the IT Services Service desk or via the service now catalog pages or via link in online documentation.

Requesting  additional permissions on an existing Group Workspace should be done via the members of the Mangers group for that  Group Workspace

Costs

None

Individual Workspaces

Service Name

Individual Workspaces

Service Description

Individual File space 

Features

Range from 1Gb to 5Gb, extensions given on a case by case basis when proven business need.

Service Users

Staff, Students, Tenants, Researchers

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

Please refer to the File Storage and Sharing section on the IT Services website

Request Process

Automatic when user registered, quota modifications on request via the service desk.

Costs

None

Interactive Voice Response (IVR)

Service Name

Interactive Voice Response (IVR)

Service Description

Allows callers to be redirected to the relevant extension without human intervention

Features

Callers receive a recorded message, press 1 for XXX, 2 for YYY etc.

The requester provides details of what should happen to each type of call 

Service Users

All departments and schools

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)

 

Documentation

None currently available.

Request Process

Requesters contact it.services@lboro.ac.uk, and the Unified Communications team will contact them to discuss requirements.  Each IVR is unique and bespoke to the requirements.

Costs

None

Managed Operating System (Windows Server)

Service Name

Managed Operating System (Windows Server)

Service Description

In Scope: The management of Windows Server Operating System that includes, patch management, Antivirus and vulnerability, proactive & reactive remediation. Disaster recovery and restoration of files.

Out of Scope: Support of 3rd party vendor applications or Microsoft applications installed as a result of this installation. Vulnerability remediation or patching of 3rd party applications or resultant applications.

Features

A high level overview list of features of the service which the user can use

Service Users

With approval, the service is available to Staff, Student, Tenants and Researchers.

Service Availability

The service is available 24/7 with the exclusion of maintenance windows.  By default, this is available to On-campus networking and by arrangement it can be made available or over the VPN and certain services could be made available off-campus eg. https access (Security remediation dependant)

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, operating system and application by IT Services, issues investigated by IT services, developments by vendor.

Also

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

Please refer to the Specialist Service section on the IT Services website     

Request Process

 

Costs

 

Managed Windows Service

Staff, student and researchers

Service Name

Window desktop service.

Service Description

The Windows 7 Service is available for laptops and desktops for use by all members of the University. 

Features

The base operating system is currently Windows 7 and all applications available are compatible with Windows 7.

Applications are available on a license specific basis and can be requested through the IT Service Desk

Service Users

Staff, Student and Researchers

Service Availability

Staff machines are available as required by the staff member

ITS Services Labs availability - http://www.lboro.ac.uk/services/it/student/labs/availability/

School IT labs are controlled locally and as such have different availability options, please refer to your school for specifics

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

 

For staff and researchers - Please refer to the Managed Windows section on the IT Services website

For students - Please refer to the Computer Labs section on the IT Services website

Request Process

Please refer to Support section.

Costs

None

Off Campus Network Access (VPN)

Service Name

 Off Campus Network Access (VPN)

Service Description

This service gives users off-campus access to resources which are typically only accessible on-campus. Resources include: Agresso, library journals, license-managed software, MetaLib, central file store space, departmental servers, and others.

Features

  • Dedicated software client
  • Web portal 

Service Users

 Staff, Research Postgraduates, Students, Tenants

Service Availability

24/7 except for planned maintenance and unforeseen incidents.

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, operating system and application by IT Services, issues investigated by IT services, developments by vendor.

Documentation

Please refer to the VPN section on the IT Services website

Request Process

Laptops on the Staff Managed Windows Service (Windows 7 Service) already have the remote working client installed and simply have to select "Cisco AnyConnect VPN Client" from the Start Menu. Other users can Install the AnyConnect Client for Windows or Install the AnyConnect Client for OS X. Any member of the University when off-campus can enter the following URL into their web browser and enter their University credentials to enter the Remote Working portal: https://vpn.lboro.ac.uk/.

Costs

None

OneDrive for Business

Service Name

OneDrive for Business

Service Description

October 2017

Features

5TB, Access from any compatible device, Collaboration

Service Users

 Staff, Students, Tenants, Researchers

Service Availability

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

Available globally via Office 365

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

Application Support Level

(if applicable)

 N/A

Documentation

 http://www.lboro.ac.uk/services/it/staff/storageandsharing/onedriveforbusiness/

Request Process

 Automatic when user registered, quota modifications on request via the service desk.

Costs

 None

Online Journal hosting

Service Name

Journal hosting

Service Description

Hosting of open academic journals

Features

  • Journal hosting
  • Online article submissions
  • Peer review
  • Google scholar indexing

Service Users

Staff

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)

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

Documentation

Online documentation available from vendor

Request Process

Requests for journal hosting via Library

Costs

None

Online Survey Tool

Service Name

Online Survey 

Service Description

BOS allows you to create unlimited questionnaires, with unlimited questions and responses, unlike Survey Monkey. It is great for collecting your quantitative and qualitative data and being able to export easily into analysis software

Features

Creates professional looking online surveys.

Service Users

 Staff, Students, Researchers

Service Availability

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

Support

Contact: Learn@Lboro.ac.uk

Technical issues should be reported to IT Services. The 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 by IT Services, Server and Application support from vendor. Issues investigated by vendor in first instance, developments by vendor.

Documentation

 http://www.onlinesurveys.ac.uk/help-support

Request Process

Send a request to Learn@Lboro.ac.uk from your University email address and you will receive an account activation email.

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

Self-Service Web Hosting

Service Name

Self-service web hosting

Service Description

ISP-like website hosting for sites outside the corporate identity of the University

Features

 The services includes:

 

  • FTP access
  • Hosting web pages and applications
  • LAMP stack development
  • MySQL database

 

Service Users

Staff

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)

Application written by IT Services, infrastructure issues investigated by IT Services, application developments by IT Services

Documentation

 

FAQ available  https://webhost.lboro.ac.uk/guide/

Request Process

Self-service requests approved by Web and Digital team within Marketing and Advancement creativeandprint@lboro.ac.uk

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

Staff Email and Groupware including Exchange Online (Office 365)

Service Name

 Staff E-mail and Groupware

Service Description

 Provides mailboxes for e-mail and calendaring for staff and research students, including the ability to book resources listed in the Address Book.

Features

 The service includes:

  • Individual Email, internal and external.
  • Shared email.
  • Distribution groups for large numbers of contacts. Delegated ability to edit group membership for group managers.
  • Calendaring
  • Room and other resource bookings.
  • Out of Office messages.
  • Unwanted sender filtering.
  • Address Book.

Service Users

 Staff and Research Students

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)

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

Documentation

Please refer to the O365 section on the IT Services website

Request Process

Mailboxes are provided by default to staff and Research students when IT accounts are created for them.

Costs

None.

Telephony (VOIP)

Service Name

 Telephony

Service Description

The campus telephone service allows users to place voice and video calls to other users on campus and off using traditional desk telephones and softphone clients on PCs, Macs and compatible mobile devices

Features

Standard features offered include searchable campus directory, voicemail, call forwarding, conference calling, pickup and hunt groups. More advanced features are available, please contact us to discuss your needs

Service Users

All Staff, Students, Tenants and Researchers have access to this service

Service Availability

The service is available 24/7. Traditional desk phones are available on campus and softphone access is available off-campus 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)

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

Please refer to the Telephone section of the IT Services website

Request Process

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

Costs

Various, please contact the Service Desk for more details

University Intranet

Service Name

University Intranet

Service Description

Legacy University Intranet service. Web-and-file based repository of documents/information provided by authors/publishers at a University, School, Department or Restricted group level. Publishing access controlled by ITS, web access controlled via department/school code or valid AD username/password.

Out of scope: Requests to ITS for content creation, editing, publishing. Links to other file/web based services.

Features

Web based access to University, School, Department or Restricted group information provided via Windows file share for approved publishers.

Service Users

Staff, Students

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)

Application written by IT Services, issues investigated by IT Services application developments by IT Services.

Documentation

 https://internal.lboro.ac.uk/

Request Process

By visiting the above URI

Costs

None

Voice Mail

Service Name

Voicemail

Service Description

Lets callers leave a voice message if a telephone is not answered.

Features

Voicemails can be accessed from anywhere. Desk phone, mobile phone, or landline anywhere in the world using the user id and PIN.

Service Users

Available on most desk Cisco desk phones supplied by IT Services.

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)

 

Documentation

A brief document on how to use a phone and voicemail is available on the IT Services web pages

Request Process

Usually provided automatically for new staff, else email to it.services@lboro.ac.uk.

Costs

None

Web Based Access to Workspaces (FilePort)

Service Name

FilePort

Service Description

Web based access to on-campus Windows based storage platforms.

Features

Web based access to on-campus Windows based storage platforms. Files can be uploaded, downloaded, deleted, renamed and moved. Access is provided via menus to individual and group workspaces but fileport can also connect to other on-campus file services via crafted URIs referring to the name of the service.

Service Users

Staff, Researchers, Students, Tenants

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)

Application written by IT Services, issues investigated by IT Services application developments by IT Services.

Documentation

https://fileport.lboro.ac.uk/ 

Request Process

By visiting the above URI

Costs

None