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10

Provides members of the University and visitors with information and procedures for making best use of the facilities and services provided by IT Services within their entitlement. Accepts queries by personal visit, email, webform and telephone. Handles user account matters, including IT Services account management.  Offers advice and support on the use of supported IT systems and supported software (#26). Loans specified items of portable AV equipment.

1. Members of the ÅÝܽ¶ÌÊÓƵ.
2. Visitors, by arrangement.

Support is accessible:

1. By consulting the IT Services material available online.
2. By completing the appropriate webform.
3. By visiting/calling the Service Desk or Help Point in the Library during opening hours.

If a problem with a supported aspect of the service cannot be solved at the Service Desk, the user will be invited to make an appointment with a specialist for additional technical help and advice. 

Service Desk: Normal working days Mon-Fri 0900-1900 (termtime); 0900-1730 (vacation). Library Help Point: Mon-Fri 1100-1700 (term-time). Occasional closure for staff training (with at least one day notice).

Normal working days.

Service provision reviewed annually. Changes will be advertised in the normal ways.

1. To staff the Service Desk during advertised hours of operation.
2. To send a response to an online support within one normal working day. 

1. Users should produce identification on request, e.g. valid student card, staff card, or other proof of University membership.
2. Users should consult the IT Services web site in the first instance for information about IT services.
3. Users requesting help should consult the Online Help Desk and  guides available online in print before contacting Online Support or the Service Desk.  See:
4. Users should quote the appropriate request tracker ticket number when following up existing queries.
5. Faulty ITS equipment should be reported via the online forms.
6. Users must ensure that all personally-owned computing devices connected to the campus network are kept virus-free and functioning correctly. IT Services cannot support broken or virus-compromised computers.  Compromised machines will be barred from the campus networks until repaired or disinfected.
7. Users must ensure that all software installed on personally-owned machines is fully-licensed/legally compliant.

As per advertised hours.

Service depends on Data Network (#1); Managed Filestore (#2); Windows Service (#4); Computer Printing (#15); Sussex Direct Support and Development (#23); IT Account Management (#0).

The following services are provided to personal, online or telephone enquirers at the Service Desk, as staffed during opening hours:

 Help with general enquiries about IT Services at Sussex.

1. Support for online Registration.
2. IT User account administration and permissions, e.g. resetting
    of forgotten passwords.
3. Provision of laptop support appointments to assist in  configuring personal devices with correctly-licensed software to access the data network (Service #1). NB: It may not be possible to configure computers with legacy or non-English operating systems.
4. Help with queries about printing services.
5. Sale of software to staff and students as detailed at:
6. Use of Request Tracker to log faults on IT Services equipment and services reported by staff and students.
7. Arrangement of longer consultation with a specialist from IT Services, if Service Desk staff are unable to resolve a reported issue. 
8. To give University staff and students help and advice in connecting personally-owned computing devices to the wireless and residential networks. 
9. Loan of specified portable AV equipment, subject to availability.

 Support is provided online and via email:

 Online Help Desk (Knowledge Base): this is a set of frequently-asked questions and answers (FAQs) which users are advised to consult first, together with other online information.

1. Help may be obtained from Online Support via the online Support Request form (preferred) or via email, to support@its.sussex.ac.uk. Queries may be sent to Online Support at any time, although this service is only staffed during the advertised hours of operation.