Computer Imaging

Posted on: 2 June, 2015 - 17:53

Service Description 

This service includes support for on campus computer software.

Activities included

  • Support and troubleshoot software provided by IT department.
  • Install and configure software provided by the IT department.
  • Help installing free antivirus on clients personal workstation.
  • Configure AUS email on clients workstation.

Activities Not included

  • Provide software support for Students, and Staff off campus.
  • Provide software support for Students, and Staff off campus to their personal devices.
Service Availability 

Sunday – Thursday: 08:00 – 17:00, Excluding the university holidays.

Clients of this Service: 
Students
Faculty
Staff
Available Training 

No end-user training is provided to clients on how to utilize the service.

How to Request the Service 

Clients are required to submit computer software support requests via any of the IT Service Desk available options - See Further Information or Support.

How to Access the Service 

Computer imaging service is available to eligible client upon request and authorization.

Fees 

This service is provided to clients without any fees.

Further Information or Support  

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 [email protected]

Please have the following information available:

  •     AUS identification number.
  •     A brief description of the problem.
  •     Location of the client.
 
Service Category: 
Devices and Software
Computer Software Management
Appendix: 

This service is not available to the residents of Faculty and Staff Housing for personal computers. 

Faculty are advised to check with their college local Academic Computing IT Specialists first for support before contacting the IT Service Desk.

All registered AUS students are eligible for the following support:

  • Email and Wireless
    • Students can have their emails be configured on their smart phones and tablets, as well as their laptops. Response will be given within 1 working day.
    • Students with quota issues are advised to delete unwanted emails and empty their trash. Response will be given within 1 working day.
    • Student can configure the wireless using the steps can be found in ITFAQ.
  • Software Issues
    • Students facing malware issues on their laptops will have their laptops checked and cleared of viruses.
    • Free antivirus will be installed on the student’s laptops, if one is not already installed - Response will be given within 3 working days regarding malware issues.
    • If students have their own software and need help installing them on their laptops then the IT Service Desk will provide best efforts to help with the installation - Response will be given within 3 working days regarding software issues.
    • If the students have their own original Windows/ Mac OS software and need help with formatting, the IT Help Desk can help with the formatting - Response will be given within 3 working days regarding formatting issues.
    • If the students have their own genuine Windows/Mac OS and need help with formatting, the IT Help Desk can help with that.
    • Response will be given within 3 working days.
    • Student can configure the wireless by them self. Steps can be found in ITFAQ.

All permanent and temporary AUS faculty and staff are eligible for the following support:

  • Email Client
    • Staff members and faculty members can have their emails configured on their smart phones and tablets, as well as their AUS and non-AUS laptops.
    • Response will be given within 1 working day.
    • Staff and faculty can configure the wireless by them self. Steps can be found in ITFAQ.
  • Software Issue
    • Staff members and faculty members facing software issues on their personal non-AUS laptops will have their laptops checked and cleared of viruses.
    • A free antivirus will be installed on their laptops.
    • Any malware issue for non- AUS laptops will have a response time of 2 working days and within 1 working day for AUS laptops.
    • If staff or faculty members have their own original software and need help installing them on their laptops then the IT Help Desk will help with the installation.
    • Response will be given within 2 working days for non-AUS laptops and within 1 working day for AUS laptops.
    • If the staff or faculty members have their own Windows/ Mac OS software and need help with formatting on-AUS laptops/PCs, the IT Help Desk can help with the formatting.
    • Response will be given within 2 working days for non-AUS laptops and 1 working days for AUS laptops.
    • Staff and faculty can configure the wireless by them self. Steps can be found in ITFAQ.
    • Resetting voice mail 4-digit code and configuring it on outlook.
    • Unlocking clients’ user accounts and resetting passwords.
    • Providing first level support for telephone and fax. 
  • Staff in Non Academic Area (Main building, Campus Service Center, Student Center, Health Center, Sports Complex, Leisure Center, Youth Center and Students in dorms and Staff/Faculty housings)
    • Developing, testing and maintaining operating systems.
    • Formatting and deploying images for desktops and laptops.
    • Installing and updating common software.  
    • Troubleshooting problems related to IT (software, hardware, networking and wireless).
    • Providing suggested standards for software and hardware.
    • Unlocking clients’ user accounts and resetting passwords.
    • Archiving clients email accounts.
    • Resetting voice mail 4-digit code and configuring it on outlook.
    • Configuring and installing network printers.
    • Configuring wireless router devices for housing.
    • Configuring AUS email on clients’ devices (desktops, laptops, tablets and mobiles).
    • Configuring and troubleshooting wireless connection.
    • Providing video conference service, monitoring and coordinating with other parties to establish the video call session.