An update on IT Services support arrangements
12 Oct 2020
IT Services and the Library’s Digital Support teams have enhanced the IT service provision
In response to the University moving to the Department for Education (DfE) Tier 3*, the University has increased online learning for most programmes. It is recognised that this may have an impact on the level of IT support that students may need.
We are closely monitoring how IT support adapts as more teaching and learning moves online and how we provide the support that our students need without compromising the safety of our staff.
We have already begun to take actions that will improve the speed at which enquiries are dealt with during this challenging time for students and academic staff.
IT Services and the Library are working in partnership to provide student IT support, and a number of improvements are being made.
- On Monday 7 October, IT Services introduced a new phone system that is more reliable and will reduce the issues experienced with callers getting cut off. This is already improving the service and call waiting times are dropping below a maximum of 25 minutes rather than 45 minutes a few weeks ago. This service includes any students using either the IT Support Centre or HelpMeGetOnline phone numbers.
- The number of trained staff able to take calls on the Support Centre phone lines has also been increased and this has contributed to the significant decrease in call waiting times.
- IT Services have been working with the Library’s Digital Support Team to help bolster IT support, and four extra staff are already responding to student enquiries received via the Support Portal.
- Extra staff have been assigned to work with Hornet, the provider of network services in Halls, to ensure greater access to IT support for students in Halls of Residence. Because of the current situation around COVID, there will be a number of circumstances where a Hornet representative will not be able to physically visit a student, however IT Services are purchasing extra equipment that will allow any faults to be diagnosed remotely, even if students are unable to connect to the Halls network.
- The Library’s Digital Support team continue to provide digital support through the Library Chat system, which includes any emails sent to the HelpMeGetOnline service, and a speedy response is being provided.
- An emergency support phone line has been created for lecturers who are taking part in (or are just about to deliver) online teaching and experience an IT fault.
We will continue to review and adapt the IT support we deliver based on the changing circumstances we find ourselves in, and any feedback we receive.
Find out how students can access IT support:
*Note: DfE Tier 3 guidance states: HE providers should increase the level of online learning to retain face-to-face provision for priority courses (for example, clinical and medical courses), and in as limited a number of situations as possible. Students should follow government guidance published as part of any additional restrictions applied locally, including where this says that students should remain in their current accommodation and not return to their family home or other residential accommodation to reduce the risk of transmitting the virus through travel. In these circumstances, providers should support students to do so by keeping services for students, such as university libraries and catering facilities, open.