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 system.


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
Email [email protected]

Please have the following information available:

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