IT Services Quick Guide for Staff

A quick guide for staff

1 Chief Information Officer 10 Software Welcome 10 Site licensed software 10 Purchasing software2 Getting Started 11 Hardware3 Password Self Service 11 Purchasing hardware for work 11 Support for personally-3 Help and Support owned hardware3 IT Service Desk3 Reporting an issue 12 Services4 Service status 12 PC Clinic5 Computing Officers 12 Business Intelligence (BI)5 CAPOD 13 Telephone services5 ID cards6 Stay Connected 14 Security – Stay Safe Online6 Email, Office 365 and 14 Some tips for keeping safe File Storage online7 Wi-Fi (Eduroam)8 Virtual Private Network (VPN) 15 Terms and Conditions of Use9 Print, Copy and Scan Facilities 15 Software licensing 15 Conditions of use

Chief Information Officer Welco me 1I’m delighted to welcome you to the University ofSt Andrews on behalf of the IT Services team.We realise that IT is an important part of youruniversity experience and this short guide isintended to give you an overview of the servicesand support we can provide for you. Morecomprehensive details are available on theUniversity’s website, which is updated regularlyas our services are enhanced.We want your experience of using our IT Servicesto be a positive one from the moment you startyour work at the University. We are here to help, soplease do not hesitate to contact us if we can beof any assistance.Steve WattChief Information Officer

Getting StartedPrior to your arrival at the University, you will receive an email withyour account details and instructions for activating your account. Thiswill help prepare you for your first day and speed up your inductionprocess.If you have any difficulties activating your account, or have not doneso already, please contact the IT Service Desk. See the back cover forcontact details.Password Self ServicePassword Self Service is an online facility for staff and students tochange their St Andrews computer password. It can be used to resetyour password from anywhere, at any time.In order to use this service, you must first register. When you resetyour password, a security token will be sent to your mobile phone(and email, if you choose this option). Simply key in the security tokenonline, and your password will be changed.https://st-andrews.ac.uk/passwords

Help and Support 2 3IT Service DeskIf you have any problems without your computer or any aspect of IT,you can log a call through the IT Self Service portal. Alternatively youcan visit us at the IT help point in the Main Library, email or phone us.https://st-andrews.ac.uk/itselfserviceReporting an issuePrior to logging a call with the IT Service Desk, it’s worth doingsome quick checks before contacting us. If you’re having problemsaccessing a service, we recommend that you:1. Go to the IT Service Status web page (see the next page for more information) to check the status of the service (there may be scheduled maintenance or a known issue)2. Is the issue only affecting you? Ask nearby colleagues if they have a similar problem3. Restart your device (this often resolves the issue)For power, network, mouse or keyboards problems, please ensure allcables are connected at both ends while your device is switched off.

Help and Support continuedIf you are still experiencing problems, please don’t hesitate to contactus IT Service Desk. The following information (where relevant) willhelp us deal with your issue more quickly:1. Asset Number – The five digit number found on a red and silver sticker on the device (if applicable). The sticker is titled ‘Property of UNIVERSITY OF St Andrews’2. L ocation of the device – Room number and building name3. Computer name (PC or laptop only) – The name can be found as follows: Click the Start button > right-click Computer > click Properties4. W hat are the specific symptoms and / or error messages you are receiving? What triggers the error? Can you send us a screenshot?5. Is there a deadline for your query? This will help us determine the impact and urgency of your call6. Which of the basic checks (listed above) have you tried?7. If urgent, please provide additional contact details (e.g. mobile number)Service statusThe status of various aspects of the computing service at theUniversity is shown on a webpage. If the service you are accessingdoes not appear to be working, we recommend you check theService Status in the first instance.http://st-andrews.ac.uk/servicestatus

4 5Computing OfficersThere are Computing Officers located in a number of Schools. YourComputing Officer will be able to provide support for any specialist ITissues that you may have. For general IT support, please contact theIT Service Desk in the first instance.CAPODTraining (including IT training) is available from the Centre forAcademic, Professional and Organisational Development (CAPOD)who provide a comprehensive range of opportunities to supportpersonal, professional and academic development for all staffand students. https://st-andrews.ac.uk/capodID CardsYour staff ID card gives you access to services and Universitybuildings. You can report the loss or theft of your staff ID card to usvia MySaint.If you lose your ID card, login to the MySaint web page, go to the‘Library and IT’ tab and choose ‘Lost ID Cards’.

Stay ConnectedEmail, Office 365 and File StorageOur email service is provided by Microsoft Office 365 and providesyou with 50GB of mailbox storage.Official University communications will be sent to you via email, soyou need to check your inbox regularly. You can access your emailvia Outlook on your PC, via the mobile app, or through the OutlookWeb App (OWA).In addition to email, Office 365 provides additional collaborationservices, including:• advanced calendaring, allowing you to schedule meetings and share your availability;• 1TB of cloud storage and file sharing using OneDrive for Business;• Office Apps in the cloud (Word, Excel, PowerPoint, OneNote etc.) that are optimised for mobile devices;• 5 copies of latest Microsoft Office for personal use;• Skype for Business.https://st-andrews.ac.uk/office365In addition to the storage provided via OneDrive for Business, youwill have access to the Central File Store (CFS). Schools and Units usethe CFS for their departmental storage needs – often referred to as‘Shared Drives’. Your line manager or Computing Officer will arrangeaccess for you. You will also have personal file space on our CFS –commonly known as your ‘Home Drive’. You may choose to use thisfor personal data you have.

6 7All staff are allocated 5GB of storage on the CFS. The CFS is regularlybacked up and is securely accessible from anywhere in the worldusing the VPN service.https://st-andrews.ac.uk/filestorageWi-Fi (eduroam)Wireless access is available in more than 95% of University locations,which you can use if you have a wireless-enabled device. Wirelessconnections use the eduroam service, which means if you visita participating institution, using eduroam, you can log into theirwireless network with your St Andrews username and password.To connect to eduroam at St Andrews(Using your University username and password)• Connect to “uos-connect” in your available wireless networks;• Launch an Internet browser to be redirected to a landing page;• Follow the online instructions to configure your computer / device;• Restart your computer / device if prompted;• Connect to “eduroam” from your available wireless network;• Open your Internet browser and go to your homepage.You should now be connected.https://st-andrews.ac.uk/eduroam

Stay Connected continuedVirtual Private Network (VPN)Some University resources will have restricted access when you areworking away from St Andrews.The University provides a Virtual Private Network (VPN) service, whichwill allow you direct connection to the University network.The VPN service is required when connecting to the Central File Store(Shared Drives) and some other services provided by the Universitywhile working remotely.https://st-andrews.ac.uk/vpn

Print, Copy and Scan Facilities 8 9A secure managed print service, called UniPrint, is provided for allstaff and students. There are a large number of Multi-FunctionalDevices (MFDs) located across the University for your use. All deviceswill give you the option to print, copy and scan. Many devices alsoallow you to print / copy / scan in A3 and colour formats. Your printingwill be charged to your School or Unit.From any University PC or laptop connected to the network, youcan send a document to UniPrint. This is a pull print system, meaningyou can collect the print job at your convenience from any of thedevices located across the University. The print job will remain in theprint queue securely for 24 hours. To retrieve your print job, you willneed your ID Card.Instructions for printing, coping and scanning are provided ateach device. Information about the location of the devices, yourprint queue or further details can be found on our web page:https://st-andrews.ac.uk/staff/uniprint

SoftwareWe offer wide range of software for use at the University.Site licensed softwareWe provide a selection of site licensed software, ranging from PDFconverter and anti-virus software to Office 365 packages. Please notethat some software is only available for installation on University-owned machines.Purchasing softwareWe also provide software for which we do not hold a site licenseon an individual license basis. The software can be purchased usingour purchasing pages. This includes Adobe Acrobat Professional,Photoshop, InDesign and more.https://st-andrews.ac.uk/softwareFor both site licensed and purchased software, these would beavailable through the Software Centre. If you have any issuesinstalling software on your device please contact the IT Service Desk.https://www.st-andrews.ac.uk/classrooms/staffdesktop/softwarecenter

Hardware 10 11Purchasing hardware for workWe supply a range of standard IT equipment, which can be orderedvia our hardware purchasing page and paid for by your School, Unitor using research grants. This includes desktops computers, laptops,monitors and printers.https://st-andrews.ac.uk/hardwareSupport for personally-owned hardwareSupport for any personal hardware issues is available through ourPC Clinic Service. Please see page 12 for further information.

Services continuedPC ClinicOur PC Clinic team can fix most software and hardware issueson personal devices e.g. broken phone screen or laptop hard drivereplacement. This service is offered for a standard fee, plus the costof any replacement parts required.Please report any issues with any University owned devices to theIT Service Desk.For additional information or to report an issue with your personaldevice, fill in our online form with as much detail as possible aboutthe problems you experience. https://st-andrews.ac.uk/pcclinicBusiness Intelligence (BI)Our BI Team provides a range of services which may be useful foryour job. If you need to monitor financial budgets, view staff data,keep track of research grant budgets or review student recruitmentnumbers as part of your daily work, please contact the IT ServiceDesk to request access. The BI Team develops a number of otherdashboards including Payroll, Estates and Staff Directory, all usingour BI platform QlikView.https://st-andrews.ac.uk/business-intelligence

12 13Telephone servicesA range of telephony services are available including audioconferencing, voicemail, procurement of mobile phones andmobile data services.https://st-andrews.ac.uk/telephonesFor staff who are travelling abroad (outside the Europe Zone)on business and have a University supplied mobile phone, pleasecontact our Telephone Office team in advance and they can ensurethat the best mobile / data packages are set up for that particularcountry.If you are travelling within the Europe Zone, you do not need tocontact us due to the roaming arrangements introduced in June2017. You can use your UK allowance for calls, texts and data at noextra charge in the 47 listed countries. O2 contract holders can findmore information at:https://www.o2.co.uk/business/products/international-business/roaming-in-europe

Security – Stay Safe OnlineIt is important that you take sensible precautions when workingand engaging with others on the web. We offer a wide rangeof advice to help you stay safe online and protect your personalequipment and data from security threats:https://st-andrews.ac.uk/itsupport/securityThe cornerstone of protecting yourself online is to use unique,strong passwords. It is really important that when you have a strongpassword, you do not share it with anyone or use it on more thanone site. IT Services will never ask you for your password.Some tips to stay safe online:• Create a strong and memorable password: https://st-andrews.ac.uk/strongpasswords• Protect yourself against viruses and malicious software – always be vigilant when opening email attachments and downloading files• Keep your devices up-to-date – ensure that the latest patches are downloaded and applied• Install F-Secure for free or any other anti-virus software. Update it regularly to keep your device secure: https://www.st-andrews.ac.uk/itsupport/security/viruses

Terms and Conditions of Use 14 15The University has policies and guidelines to ensure that it complieswith all current legislation: see the University’s Policy and Governancewebpages. When creating printed or online documents or othermedia, you must not use copyright material (whether text, images,video or audio) without licence or written permission from thecopyright-holder. Any documents, webpages, etc. must complywith current legislation, e.g. Copyright, Designs and Patents Act,Freedom of Information (Scotland) Act, Data Protection Act,Special Educational Needs and Disability Act (SENDA). Refer to theUniversity’s Policy and Governance webpages for further information.https://st-andrews.ac.uk/staff/policySoftware licensingAll software used on University-owned computers must be fullylicensed for use in an educational environment. Many softwaremanufacturers have concessionary prices for staff while employed bythe University. We can advise on this, but purchases usually have tobe made by individual staff through commercial re-sellers.Conditions of useThe conditions governing the use of computers in the Universityare published online: see the University’s Policy and Governancewebpages. The terms relating to copyright, data protection andfreedom of information are particularly important.https://st-andrews.ac.uk/staff/policy

Terms and Conditions of Use continuedYou must use your computer account responsibly. Your computeraccount may be withdrawn either temporarily or permanently if youdo any of the following:• Share your University computer password;• Fail to keep your anti-virus software, operating system and application patches up-to-date;• Send abusive emails or unsolicited mass emails (‘spam’);• Generate excessive network traffic by downloading music or movie files;• Probe or otherwise attempt to hack into any computer either within or outwith the University network;• Download or disseminate pornographic or racist material unless it is authorised as part of your academic study;• Copy or distribute copyright material without the authorisation of the copyright owner;• Set your own computer up as a server offering web, file-transfer, file-storage or other services, whether or not this is done for profit, unless you have explicit permission from the University’s Chief Information Officer.The above list is not an exhaustive statement of the conditions forusing the University’s computer network. A full statement is availableon University’s Policy and Governance webpages. Apart frominfringing the University’s rules, some of the activities listed mayalso incur a legal penalty.

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IT Service DeskUniversity Main LibraryOpening hours*Monday-Friday 09:00 - 18:00 *during vacation periods times may varySaturday 10:00 - 17:00** **front desk support onlySunday 11:00 - 18:00** +44 (0) 1334 46 3333 https://st-andrews.ac.uk/itselfservice [email protected] https://st-andrews.ac.uk/itsupport @StAITServices Produced by Print & Design, University of St Andrews, July 2017. Printed by BARR printers on Cocoon Silk recycled stock. The University of St Andrews is a charity registered in Scotland, No: SC013532.