thank you for contacting the it service desk

Thank you for contactingThe IT Service Desk

Thursday, October 24, 2013

Stacey Brown, IT Service Desk Technician

Thank you for contactingthe IT Service Desk

Thursday, October 24, 2013

Stacey Brown, IT Service Desk Technician

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SD & ITSWebsite

Accounts& Access

Training &Remote

Email & Phones

SoftwareHardware

Who works in the Service Deskand how can you contact us?

7 staff and 40+ student workers (TAs) 3 ways to submit requests/report issues Phone: 704-687-5500 (x7-5500) Self-Service: HelpDesk Online Email: Help@uncc.edu 2 walk up locations: Barnard & Union IT Services website: http://itservices.uncc.edu

“One Stop Shopping!”

Request Forms: Online: Guest/Sponsored NinerNET account Cisco New Phone Line Listserv Creation Manual Network Registration By Request: Bulk NinerNET account spreadsheet Generic Email account

What information might we needto process your request?

Full Name & NinerNET Username UNC Charlotte ID (800 number) Location and Extension (or Contact Phone) Full Computer Name and/or Serial Number MAC Address & IP Address Account or Fund Number PO Number or Reference Number

Troubleshooting you can do beforecontacting the Service Desk:

Verify cables and cords are plugged in Capture error message in screenshot Close the application, wait, then reopen it Try using a different browser Shutdown and restart the computer Check the Message Center for outages Use Google to search for information

Topics the Service DeskDoes Not Support:

Non-University Owned Computers Personal ISPs and Home Wireless Submitting Archibus Requests Building Electrical Issues (contact FM) Student Admissions or Job Applications Web Time Entry Issues (other than login) Send email to: WebTimeEntry@uncc.edu

NinerNET Account: Username and Password credentials Password Reset – PWManager website First try to answer security questions We must speak with the account owner Account Retention Faculty & Staff – upon separation Students – on the IT Services website

If you do not register for classes during two consecutive terms(not counting summer), your NinerNET account is removed and

access to 49er Express, Email, and the University networkis removed.

Accessible from 49er Express: Banner Self Service account UNC Charlotte Email account 49er Mart NinerAdvisor Moodle HR and Financial Forms Online Campus Directory Campus Events and Maps Adding money to “My 49er Account”

Banner Self Service providesaccess to:

Updating Address(es) & Phone(s) Paycheck Stubs & Leave Balances Confirming Confidentiality Agreement Faculty & Advising information Detailed and Summary Class Lists Registration and Student Accounts Ordering Official Transcripts

Banner INB also known as BannerProduction or BANPROD:

Banner Modules: HR and Finance Student Financial Aid Advancement To request a Banner INB account follow the instructions on the IT Services website

Additional Accounts and Access: Report Express Report Central DNA Fusion (swipe card access) 49er Connect Skillport (more training info to come) SAM and NORM Resource 25 Others…

How can you access yourUNC Charlotte Email account?

Using Outlook 2010 (PC), 2011 (Mac) Setup steps on the IT Services website Via Outlook Web App (OWA) http://mail.uncc.edu or via 49er Express Via Mobile Device Setup steps on the IT Services website Via Citrix (more info on this topic later)

Additional Email AccountInformation:

Maximum Attachment Size Clearing Email Cache Email Quarantine (block SPAM) Email Alias Outlook Personal Folders Secondary Mailbox/account access Email Archive Information is on the IT Services website http://itservices.uncc.edu/facultystaff-services/email

Phone, Voicemail andTelecom Services:

Meet-Me Conference Reservations 4 conference lines available Voicemail Pin Reset (need the extension) Phone Display update and Voicemail reset Need the person’s NinerNET username Network Cables and Port Activation Installation of New Network Jack Phone Bill Questions

Phone & Extension Changes;Requests and Problems:

Please provide the following information: Cisco Phone Model Phone Extension Person’s Name & NinerNET Username Phone Location Phone MAC Address Account or Fund Number

Listservs and Distribution Groups: A Listserv is an owner maintained mailinglist allowing a person to send one email tothe list which then transparently sends the email to all the list members. Listserv request form is online A Distribution Group is an Outlook Contactlist an individual can create in order to senda single email to a list of desired recipients. Google Search to find instructions on how to create a Contact Group distribution list.

Campus Licensed Software: A standard campus image contains Office 2010 and Windows 7, or Office 2011 and OXS 10.8 for Mac Officially supported browsers: IE8 Firefox Safari Chrome is widely used but not officially supported for all University resources

Hardware Installation Request: Required Information PO Number Person’s Name & NinerNET Username Setup Location Contact Phone Number Model – Desktop or Laptop Operating System – Windows or Mac Network and/or Local Printer Setup?

Software Installation Request: Required Information: Person’s Name & NinerNET Username Full Computer Name & IP Address Software Product Name and Version Operating System – Windows or Mac If a License is needed, has it already been purchased? If not, purchase in 49er Mart before requesting installation. A list of Campus Software is online

Hardware Purchases: Hardware Manufacturers available for Campus Hardware Purchases in 49er Mart Dell Apple Hardware Manufactures available for Personal Computer Purchases Dell Hewlett-Packard (HP) Apple

Student Workers and GraduateStudents who need specific access

on their office computers: If a student is unable to install software on the computer they use, contact the IT Service Desk, x7-5500 and provide: Person’s Name and Username Full Computer Name & IP Address Location and Contact Phone Number

Software Available for Home Use: A number of software programs are available for Home Use including Trend Micro Antivirus, Microsoft Office, SAS, JMP, EndNote and Cisco VPN client Additional information on software available for Home Use is on our IT Services website: http://itservices.uncc.edu The Software Download website address is: http://software.uncc.edu

Training: Skillport Banner INB Navigation 49er Connect 49er Mart & Banner Finance are in Moodle Obtaining Training Transcripts Human Resources Training Archibus Training For additional information about available Training, visit our IT Services website

Mobile Devices and Wireless: NinerWiFi is our current secure wireless network available to all current Faculty, Staff and Students, see set up

instructions A non-secure wireless network “uncc49er” is available for guest internet access iPads, tablets, mobile phones, laptops and other devices are used by Faculty, Staff and Students across campus for viewing & sending email, Moodle access, and reading documents wirelessly

Remote Services: MyFiles allows remote access to network drives including H:, J:, and S: Software applications including Office, SAS, SPSS, Adobe Reader and more are available via Citrix XenApp Cisco VPN software, available from the software download website, and Windows Remote Desktop are additional ways to remotely connect to the campus network Call the IT Service Desk, x7-5500

Questions???

IT Service Desk: 704-687-5500

HelpDesk.uncc.eduHelp@uncc.edu