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Information Solutions and Services, service catalogue, staff desktop support, managed pcs

   

Staff Desktop Support (2nd level desktop support)

What is the service?

Staff desktop support is provided to staff and researchers for all University-owned desktop computers located on-campus. Technicians will resolve issues over the phone, use remote access tools and schedule visits to offices, as appropriate.

Support services provided include: 

·     Network connection and moves

·     Software configuration and troubleshooting

·     Hardware support for computers and printers

·     Advice on the procurement of desktop and laptop computers in NUI Galway 

Who can use this service?

Academic staff, researchers and certain administrative groups at NUI Galway can use this service.
Please note that staff working in DERI and the Library do not avail of this service as their desktop support is provided by local IT support teams. Information Solutions and Services can provide technical support only on a best efforts basis to retired staff with University-owned computers and visiting academics.

Availability

·     Service available 09:15 – 17:15 (Monday – Friday)

·     University-owned hardware and software only - personal computers not supported

·     Limited support for non-standard specification computers

·     This service supports standard desktop IT activities; servers and specialist research equipment and software is not included

·     Computers in lecture theatres are supported; audiovisual equipment is supported by CELT.

Technical information

Hardware specification for computers to be used in NUI Galway

Information Solutions and Services cannot protect you from loss of files, nor can we take responsibility for finding and backing up all your personal files. It is important that every individual takes responsibility for backing up their own data. Data recovery is provided on a best efforts basis. In some cases, due to the damage to the hard drive, it may be necessary for the individual to go to a third-party company for data restore which has proven to be expensive.

Prerequisites required for the service 

·     Standard computer specification supported 

·     Support for Computers Purchased Outside of the NUIG Central Procurement Contract

Setup instructions for users

Support tickets can be logged online at https://servicedesk.nuigalway.ie/ or by contacting the Service Desk.

Related University ICT policies

·     Code of Conduct

Owner of service

Conor McMahon, Head of Service Delivery

 

Feedback and Escalation procedures

 

    

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