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Anti-virus software IT and Library Services

Basic Description:

University PCs and Servers are all protected by anti-virus software which is managed centrally by ILS.

ILS manages the University’s central repository of anti-virus software and virus signatures; synchronising it with the anti-virus supplier’s latest versions; and ensuring all updates received are pushed to all computer agents, be they other servers or managed desktop PCs.

A separate anti-virus and anti-spam defence for the protection of the University’s e-mail systems is deployed to the e-mail servers.

Key Features / Benefits:

    • Server based anti-virus software for home and shared areas.
    • Managed Desktop imaged PCs automatically updated to latest versions.
    • E-mail servers scanning incoming and outgoing messages

Our Responsibility:

ILS will maintain the servers, applications and infrastructure necessary to provide this service.

IT Service Desk staff will attempt to answer any query related to this service.  If they are unable to do so, or provide the customer with the information that they require, the matter will be referred to another member of staff with the relevant expertise or responsibility.

All calls to the IT Service Desk are logged and the customer will be given an incident reference number to assist in tracking progress of the incident or request.

Customer Responsibility:

To report any problems with this service to ILS via the IT Service Desk (Ext 7555) or email helpdesk@gre.ac.uk

To provide the IT Service Desk or any member of ILS staff with their username and contact details for incident logging purposes, and as much detail of any incidents of problems observed, including times and dates when possible.

Restrictions:

This service may be subject to the standard Tuesday morning 7am – 9am routine maintenance period.

There are no other restrictions to this service other than eligibility

Customer Service Issues:

Any dissatisfaction with the service should be addressed in the first instance to the IT Service Desk:
E-mail: helpdesk@gre.ac.uk
Telephone: 020 8331 7555, visit the IT Service Desk pages or you may also submit a query online

Support Hours:

Core support hours 9:00 to 17:00.

Hours of Operation:

This service is available 24 x 7 x 52 - subject to occasional maintenance downtime.

Further information can be found at the Computer security section of the  IT Security website

Last updated: 23 Aug 2017