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Remote desktop IT and Library Services

Basic Description:

This service provides users of the Managed Desktop Service (MDS) with a method of accessing an MDS desktop when away from the office.
This desktop interface is accessed via a remote PC/Mac/ mobile device capable of running the remote desktop client software.
The desktop gives access to home and shared areas and core applications such as MS Office.

Key Features / Benefits:

    • Some of the most frequently used applications
    • Corporate Apps such as MS Office, Banner
    • Home directory (G: drive) and departmental shared areas (i.e. U: drive)
    • On-campus services i.e intranets & Library services
    • MFD printing
    • Secure file copy from local to network drives (G:/U: drives)

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 about the software available via Remote Desktop service, along with guides to assist you connecting are available in the IT Service Desk area of the website

Last updated: 23 Aug 2017