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On-Site Desktop Support

 

The Service Desk does not provide support to the desk for issues that cannot be resolved over the phone or by email. To provide on-site support at your desk, the University has entered a contract with three local companies that can provide on-site desktop support to your area. The services covered in the contract are listed below - please note that charges apply.

If you have any questions regarding these arrangements or services, please contact the IT Service Desk on x5000. 

  • Installation / Setup of new computers
    • Wintel computers purchased through UNE’s preferred supplier arrangements are delivered to the users’ desks with a pre-installed UNE image which includes the operating system and the standard suite of software. Apple Macs are currently purchased without such an image.  Setup tasks for new computers may include registration of the computer on the UNE network, the transfer of data from other computers, installation and setup of additional software and personalisation of the preinstalled image for individual users (such as setting up email profiles) and asset registration in accordance with UNE asset management processes.
  • Troubleshooting of hardware issues

    • This may include the repair of desktop or portable computers (either carried out by or organised by the contractor) for equipment out of warranty and a liaison role for warranty repairs.

  • Purchase advice, installation and setup of peripherals

    • Advice on the selection of peripherals in accordance with UNE’s purchasing processes and install / setup the peripherals. Peripherals included in the tender are printers, scanners, multifunction devices and external harddrives
  • Troubleshooting of software Issues with supported applications

    • For non-core applications “best effort” support should be provided.

  • Updating of computers (software as well as hardware updates)

    • In accordance with ITD’s standard operating environment, update core software installed on computers as required (operating systems, applications, virus protection etc). Also, update hardware where required (eg memory upgrades).

Each job will be assigned a priority - response times (and in some cases costs) will be determined by the priority level of each job. The priorities are:

  • Basic (Response time: 8 hours with work scheduled to start whenever convenient for you)
  • Standard (Response time: 2 hours with work commencing within 6 hours after receipt of the call)
  • High (Response Time: 1 hour with work commencing within 3 hours after receipt of the call)
  • Critical (Response Time: Immediate) 

Please click on the link for your area below to see what the arrangements are for you:

 

Info for Resource Managers / Directors: Under the panel contract, each area can either negotiate a Service Level Agreement directly with one or more provider or log requests for on-site support through the ITD Service Desk. If you would like to negotiate an SLA directly, please download the SLA template to set up arrangements with your preferred supplier (ArmidaleIT, Mac1, Allcom). A breakdown of costs for each supplier is available from here. For more information on the contract and SLAs, please contact Martina Linnemann on x5032