thank you for contacting the it service desk thursday, october 24, 2013 stacey brown, it service...
TRANSCRIPT
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 Desk
and 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: [email protected]
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 need
to 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 before
contacting 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 Desk
Does 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: [email protected]
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 websiteIf 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 network
is 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 provides
access 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 Banner
Production 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 your
UNC 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 Account
Information: 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 mailing
list allowing a person to send one email to
the list which then transparently sends the
email to all the list members.
Listserv request form is online
A Distribution Group is an Outlook Contact
list an individual can create in order to send
a 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 Graduate
Students 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???
