Posted on: 2 June, 2015 - 17:22
This service includes support for the following:
- Computers and information technology related equipment located in the non-academic areas (including Main building, Campus Service Center, Student Center, Health Center, Sports Complex, Leisure Center, Youth Center and Staff working in dorms).
Activities included
- Manage and support Administrative computers.
- Manage and Provision Non Academic Computer labs.
- Hardware warranty and repair.
- Support New devices or workstations.
- Install Printers.
Activities Not included
- Budgeting for hardware replacement.
- Budgeting for network storage.
- Budgeting for printing.
- Maintaining and servicing network printers.
- Providing technical support for non AUS tagged machines and devices.
- Personal Computers in Staff/Faculty housing.
Sunday – Thursday: 08:00 – 17:00, Excluding university holidays.
No end-user training is provided to clients on how to utilize the service.
Clients are required to submit computer hardware support requests via any of the IT Service Desk available options - See Further Information or Support.
This is a repair and recovery service for non academic computer hardware. The objective is to restore the service for eligible clients.
Computer hardware management service is provided to the clients without any fees as long as the device is under warrantee support and an AUS asset. Hardware Requests require a departmental budget and IT approval.
Contact the IT Helpdesk by any of the following options:
| Option | On Campus | off Campus | International Calls |
|---|---|---|---|
| Phone | 2100 option 3 | 06 515 2100 option 3 | +971 6 515 2100 option 3 |
| IT Helpdesk Website | http://ithelpdesk.aus.edu | ||
| [email protected] | |||
Please have the following information available:
- AUS identification number.
- A brief description of the problem.
- Location of the client.
Clients of this Service
- Staff members working in the non-academic buildings.
Service Level Objective:
Service Level Targets:
- The response time to all IT incident requests for supported equipment will be within 1 working day from the date of request. The requester should log the request using the IT Service Desk process mentioned in the below section (How to Access this Service).
- For any software which is not supported by the IT department, the IT department will provide best effort support and troubleshooting only. Supported IT equipment will always take precedence over these requests. These requests will be treated as the lowest priority.
- For any software which is not supported by the IT department a minimum of 5 working days is required to respond for the problem or issue. Supported IT software will always take precedence over these requests. These requests will be treated as the lowest priority.
- The IT Department is not responsible for the data on local hard drives. All work related data should be stored in the ‘U:’ and ‘N:’ Network drive.
For PC’s
- A minimum of 5 working days lead time required for imaging and installing new workstation during the academic year (maximum 5 workstations per request)
- A minimum of 5 working days lead time required for formatting and re-imaging new workstation (maximum 5 workstations per request).
For Thin Client Devices (such as Panologic and Wyse)
- A minimum of 3 working days lead time required for imaging and installing new workstation software during the academic year (max 5 workstations per request)