In Person Support

Service Description 

This service includes support for the following:

  • Computers and information technology related equipment and software located in the non-academic buildings: Main building, Student Center, Health Center, Sports Complex, Leisure Center, Youth Center, Student Dormitories and Faculty/Staff Housing.

Activities included:

For Staff

  • Develop, test and maintain desktop and laptop operating systems.
  • Format and deploy computer software images for AUS desktops and laptops.
  • Install and update common software.  
  • Troubleshoot problems related to IT (software, hardware, networking and wireless).
  • Provide suggested standards for software and hardware.
  • Unlock client’s accounts and resetting passwords.
  • Archive client’s email accounts.
  • Reset voice mail 4-digit passcode.
  • Configuring voice mail on Microsoft Outlook.
  • Configure and installing network printers.
  • Provide first level support for network printers.
  • Provide first level support for telephone and fax.
  • Provide first level support for networking.
  • Configure AUS email on client’s devices (desktops, laptops, tablets and mobiles).
  • Configure and troubleshoot wireless connections.
  • Provide video conference services, monitoring and coordinating with other parties to establish the video call session.

For Staff and Faculty Housing

  • General Network troubleshooting (including enabling ports).
  • Configure personal wireless router devices for Housing.
  • Recommend standard wireless routers for personal use.

For Students in the Dormitories

  • General Network troubleshooting (including enabling ports).
  • Inquiry of AUS related services (studentmail, iLearn, wireless access).

Activities NOT included:

  • Budgeting for hardware replacement.
  • Budgeting for software replacement.
  • Budgeting for network storage.
  • Budgeting for printing.
  • Maintaining and servicing network printers.
  • Providing technical support for non AUS asset tagged devices.
  • Providing wireless routers, switch/hubs or LAN cables.
  • In person visits for personal IT devices in Housing.
  • In person visits for student IT devices in Student Dormitories.
Service Availability 

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

Clients of this Service: 
Available Training 

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

How to Request the Service 

Permanent / temporary students, alumni, faculty and staff in the AUS Community.

Clients are required to submit IT related support requests via any of the IT Helpdesk available options - See Further Information or Support.

How to Access the Service 

IT Clients Services support can be accessed through http://ithelpdesk.aus.edu system.

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 ithelpdesk@aus.edu

Please have the following information available:

  •     AUS identification number.
  •     A brief description of the problem.
  •     Location of the client.
 
Service Category: