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Desktop support is broken down into five main service areas:
The following sections provide a list of services for each of these five areas:
Deployment & Installation of a New Desktop
IT Support Unit will co-ordinate the purchasing & deployment of new desktops & laptops for staff.
Once the new desktop arrives, the Desktop Support Officer will arrange with you a suitable time to install the machine in your office and also discuss any other software requirements you may have besides the core software applications that will be installed. All data files (including email) will be copied from your old system to the new one. The old equipment will be cleaned and redeployed elsewhere or disposed of.
Relocation of IT Equipment
To ensure that the Asset Register is kept up-to-date, relocation of IT Hardware must be carried out by one of the IT Support Unit staff.
Please contact the Desktop Support Officer or the Faculty IT Manager to arrange for the relocation of the equipment
Software Services
IT Support Unit will co-ordinate all core software purchases, for teaching, research & administration and in addition manage & record licencing details.
IT Support Unit staff will install, update and troubleshoot any licensed software that you have purchased to carry out UOW related work.
IT Support Unit staff do not feel obliged to troubleshoot problems that may be caused by incompatibilities due to games or other non-professional software installed on the desktops.
Hardware Services
IT Support Unit staff will provide routine hardware diagnosis and in some instances repair including replacing/adding memory, hard drives, floppy and CD drives, etc. for University-owned desktops.
When the hardware is under warranty, we will contact the vendor and arrange to have the part shipped to us and/or a technican from the vendor will come onsite to repair the item. When it is necessary to return the broken hardware component, we will arrange this with the vendor as well.
Note: As a value-added service IT Support Unit staff will provide hardware repairs for privately owned IT equipment.
Network Services
IT Support Unit staff (injunction with ITS) will provide a physical network connection within Commerce and troubleshoot all network connectivity issues. This includes problems associated with hardware including installation and configuration of network interface cards (NIC) and software including installation and configuration of network
protocols, client services, printers, etc.
There are a number of files servers (Novel, Unix, Windows 2000) in the Faculty - Staff may have access to one or more of these servers. Administration for these servers is the responsibility of the Systems Development Staff within the IT Support Unit.
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