Printer (Multi-Function Devices) and Scanner Support

What is it

The Service Desk provides first-level support for the University’s multi-function devices.

Second-level support and hardware support is provided by the vendor. In this situation, the Service Desk will escalate the support call to the vendor who will arrange on-site service.

MFD functionality includes: printing, scanning, photocopying with faxing to be introduced in 2009/2010

What is included

Technology:

Ricoh Multi-Function Devices

Scanning software (on server)

Equitrac charging (server software)

Activities:

• Installing, configuring, testing and maintaining back-end technologies to support MFD use across Mac and PC platforms.
• First level support for users of the devices.
• Support the cost accounting systems for Multi Function Devices (Equitrac).

How is it charged

Available to University Staff , Enrolled Students, and Library users who have purchased a pre-paid card.

Service Desk support is included in Central funding.

On-site support by the vendor is included in the contract price.

How cost can be
influenced/IT Initiatives

• Reduce colour printing in favour of black & white.
• Use paper size of A4 rather than A3 when possible.
• Use online systems / workflows where appropriate rather than printing.
• Consider using the UNE printery for large volume print jobs.

Service Conditions, Support,
and Availability

• Business Hours support.
• Requires an active UNE domain login.
• Requires access to a MFD.
• Charges for Staff are to departmental account code or project funding or research grant and maintained or changed by emailing servicedesk@une.edu.au .
• Students must pay on-line for printing services through myUNE at: http://www.une.edu.au/mfd-credit/ and must maintain a credit balance on their account.
• Support during Service Desk support hours on ext 5000 or email: servicedesk@une.edu.au
• The MFDs have an automated service and supply system which advises Ricoh of any service problem or supply request (eg Toner). The Service Desk staff are able to interrogate this system and can confirm for users whether a service call has been lodged with Ricoh.
• Service Calls lodged with Ricoh have a 4-hour on-site service response time.
• Pricing for all copying and printing services is set by Financial Services.
• Note that call response times for the Service Desk support may be variable if in-depth investigation of issues is required. Due to limitations in resource funding second level support staff is currently only available part-time Mon to Wed).