IT ServicesStaff

Services

Student IT Facilities

These IT services cover student IT connectivity and support services, such as networking, printing, open access PC labs, software downloads, and PC Clinic.

ID Card Payments (Card Plus)

Service Name

ID card payments (Card Plus)

Service Description

 

Features

 

Service Users

 

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)

 

Documentation

 

Request Process

 

Costs

 

 

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

Library Room Booking System (WUBS)

Service Name

 Room/resource booking system (WUBS)

Service Description

 Allow students (and staff) to reserve group study rooms, study carrels and other Library resources

Features

 

The service includes:

  • Web-based booking of rooms and resources
  • Availability displayed via Pi-based signage

Service Users

 Staff and 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://wubs.lboro.ac.uk/bookings/#makeBooking 

Request Process

All staff and students automatically registered (via AD)

Costs

None

Library Search Service

Service Name

 Library Catalogue Plus

Service Description

Discovery solution allowing users to search across numerous Library provided resources including physical stock, IR content, subscription based and free online e-journals, e-books and databases

Features

The service includes:

  • Searching of Library collections (print and online)
  • Searching of external resources
  • Saving searches and results
  • Requesting/renewing Library resource

Service Users

Students, Staff, Tenants and Visitors

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)

Via cloud-hosted vendor supplied CRM system. Application written by vendor. Cloud-hosted application support from vendor. Issues investigated jointly by Library and IT before passing to vendor developments by vendor.

Documentation

Log into Library Catalogue Plus

Request Process

No registration needed to search; students and staff automatically register for active functions

Costs

None

Mac Desktop Service

Service Name

 Mac desktop service

Service Description

This service provides students and academics with Mac desktop machines in labs which can be used for teaching purposes.  The machines will either be dual boot OSX and Windows or single boot OSX

Features

OSX operating system and accompanying software and the standard windows image and accompanying software

Service Users

 Students

Service Availability

IT Services rooms are N004 and N005 and they are 24/7 open access (except during timetabled teaching)

Some schools have rooms available as well.

Please refer to the Lab Availability page on the IT Services website

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 Computer Labs section on the IT Services website

Request Process

N/A

Costs

None

Network Access (eduroam)

Service Name

eduroam

Service Description

eduroam is a worldwide federated access system

Allows Loughborough staff and students to not only connect locally to take their wireless devices that support the system to other Educational Institutions worldwide, and connect using their provided EAP-TLS certificate or Loughborough userid (in the form of userid@lboro.ac.uk ) and password

Also allows visitors from other, eduroam-enabled organisations, to connect to our wireless

Features

Wireless access using WPA2-Enterprise security on our wireless access points and the same at remote sites that provide the eduroam service , uses our RADIUS infrastructure.

Service Users

Loughborough University Staff, Research Postgraduates, Students, Eligible Partners, and visitors from eduroam enabled organisations

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)

Devices using service are configured using the Cloudpath service

Documentation

Please refer to the eduroam information pages on the IT Services website

Request Process

Self-service access for bring your own device (BYOD) – Staff managed desktop systems are pre-configured

Costs

None 

OpenAthens

Service Name

OpenAthens

Service Description

Third party authentication service for external resources such as databases and e-journals

Features

 

  • Registration
  • Authentication

Service Users

 Staff, Students

Service Availability

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

Support

Online forms supported by vendor

Techincal Issues: 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 cloud-hosted application from vendor. Issues investigated by Library before being reported to vendor, developments by vendor.

Documentation

Limited documentation available at OpenAthen site

Request Process

All staff and students automatically registered with service.

Costs

None

PC Clinic

Service Name

 PC Clinic

Service Description

The University’s PC Clinic offers a wealth of technical support and expertise to all staff and students for their personally-owned devices.Please note we do not carry out hardware repairs, an external company will need to be sourced for this. 

Features

 Service includes:

  • Software issues including malware removal,
  • Wireless connection problems,
  • Configuring your devices to our network printers,
  • Assist with installation of software and other things relating to your personal devices. 

Service Users

 Staff, Students and Researchers

Service Availability

Monday to Friday from 10:00 a.m. to 6:00 p.m. during term time. 

Out of term time, we will be operating reduced hours:

Monday to Friday 11:00 a.m. to 3:00 p.m.

Support

Users can visit the PC Clinic (see below) on the ground floor of the Library for free hardware diagnosis and software 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 Help and Support section on the IT Services website

Request Process

Visit the PC Clinic  on the main floor in the library

Costs

None

Print Service: Technical Services

Service Name

 Print service technical services

Service Description

Support of the servers and services used to underpin the print service.  This includes the safecom service as well but does not include supplier management of Ricoh as this sits with Creative Design and Print

Features

The student and staff print queues, user management issues and safecom issues. 

Service Users

Staff, Students, Tenants, Researchers

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

Documentation

Please refer to the Printing section on the IT Services website

Request Process

Please refer to Support section

Costs

There is no cost for the internal service but there is for printing in general

Reading List System

Service Name

Loughborough Online Reading List Systems (LORLS)

Service Description

Enable students to access online reading lists and easily check availability of recommended resources, allow appropriate staff to create and maintain lists and feed into acquisition processes to support Library collection development

Features

Service includes:

  • Display of reading lists
  • Stock availability via Library Management System
  • Editing and updating of reading list

Purchase prediction for Library acquisition and collection development

Service Users

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

 Support blog (http://blog.lboro.ac.uk/lorlssupport/

Request Process

No registration needed to access reading lists; registration from editing reading lists via the Library

Costs

None

Web Shop (Online Store)

Service Name

Online Store

Service Description

The University’s online store, hosting details of University events, items for sale, conferences, short courses and more.

Features

The online store can be used to take payment for various University activities from car parking to souvenirs.

Service Users

 Staff, Students, General public

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

Documentation

http://storehelp.lboro.ac.uk/

Request Process

Please refer to Support section.

Costs

None 

Wireless Network Infrastructure

Service Name

Wireless Network Infrastructure

Service Description

Provides staff, students and visitors (both academic and non-academic) and all devices that need network access e.g. Printers, wireless APs, IP-CCTV, Door Controllers etc. with wired networking providing access to campus resources (where appropriate) and Internet (where appropriate)

Features

 The services includes:

  • Wired Internet Access
  • Access to campus based resources e.g. fileshares, printers, etc. (where appropriate)
  • Wired Internet Access for guests (via eduroam, hallnet and imago)
  • Power over Ethernet provision (on most wired ports)
  • 802.1X authentication (hallnet, labs, open areas)
  • Gigabit Ethernet (in most locations)
  • 20Gigabit core with 20Gigbit connections to each park (and building in most cases)
  • fibre and copper links (as suitable/required)

Service Users

Staff, Students, Postgraduate Researchers, Visitors, Eligible Partners

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)

Key components are on Cisco support contracts

Documentation

http://www.cisco.com

Request Process

Request for new connections or issues with connectivity via the IT Services service desk

Costs

Contact IT Services (cost will depend on requirements, User, requirements)