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Managed student desktop IT and Library Services

Basic Description:

The Managed Desktop Service has been developed for use by academic and administrative staff and students. It aims to provide users with access to a range of reliable and maintainable services. These PCs provide access to the central University resources such as teaching and learning and corporate information systems.

Key Features / Benefits:

    • Standard set of software applications available across the University
    • Accessible from PCs on campus

Our Responsibility:

User Services Support Staff will install and update a standard desktop for all supported manufacturer systems which will provide access to a set of standard software applications relevant to the work of University students.

Provide advice and support to all users who log incidents via the Service Desk.

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

IT Helpdesk 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 Helpdesk 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 the service through to the Service Desk. Data saved on a PC is the sole responsibility of the user as it is not backed up. All University of Greenwich data should be saved on a network shared area.

To report any problems with this service to ILS via the IT Helpdesk (Ext 7555) or e-mail helpdesk@gre.ac.uk

To provide the IT Helpdesk 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 09.00 – 17.00 weekdays other than University and Bank Holidays.

Last updated: 23 Aug 2017