Versions Compared

Old Version 39

changes.mady.by.user Dave Hay

Saved on

compared with

New Version Current

changes.mady.by.user Dave Hay

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.


Panel
#0B1DEE
borderColor#7881EF
bgColor#d9dbee
borderWidth3
titleBGColor#7881EF
borderStylesolid
titleHow to get support with IT

Please see our guide below on the best place to get support based on your query.

  • Visit the IT Services webpage and search our support articles to look for answers to common queries, find guides on how to do things and to check for scheduled downtime or issues to services. Use the form to contact us if you need further help. Available 24/7.
  • Email us via itsupport@york.ac.uk if something non-urgent breaks, if you need software or have other requests. Available 9am-5pm, Monday to Friday.  
  • Call us on (0)1904 323838 if something urgent breaks or suddenly stops working as it should or you have another urgent query  Available between 9am-12pm and 2-4pm, Monday to Friday. Our email and voicemail service will be monitored when the phones are off and we will respond to any urgent queries and call you back if needed.
  • Drop in to the JB Morrell Library for quick fixes such as help with passwords, two-factor authentication or connecting to wifi. Available 2-4pm Monday, Wednesday and Friday. Except for during vacation times. Subject to change depending on demand. See our IT Support page for up to date information.

We will also arrange in-person or Zoom appointments for more complex issues, Monday to Friday, 9am-4pm.

Finally, please do not send your IT issues to Dave Hay or Mark Tolley directly.  Follow the instructions above. If you email IT Support, please add FAO Mark Tolley in the subject line and ITSO will triage your request to ensure you get the fastest resolution.

Panel
titleBGColor#1bb3bf
titlePurchasing IT equipment (Laptops, desktops, monitors, keyboards, mice, headsets and webcams)

If you are seeking to purchase new IT equipment, either from a Departmental core budget, or via research funding, please speak to Dave Hay in the first instance. 

Dave will advise on the equipment available as well as how to obtain quotations from our preferred supplier for non-standard equipment.

Dave will also arrange delivery and setup of equipment as well as ensuring the departmental IT equipment inventory is up to date with new equipment.

Please see here for details of standard IT equipment (laptops, desktops and monitors). 

Panel
titleBGColor#b5219f
titleE2E Service
The primary objective of the IT E2E service is to provide staff (and in some departments, PGR students) with the desktop IT equipment they need to work. This is achieved through centralising budgets for desktop into a single E2E budget.
In August 2023, the Faculties of Sciences and Arts & Humanities joined the rest of the University and started using the E2E service. Since then, demand on the service has increased significantly and far exceeded forecast spend. Several factors have contributed to this demand, but the most significant issues appear to be high numbers of requests for replacement devices and higher than expected numbers of new starters.
In order to attempt to keep spending on E2E within the budget set by Finance, it will be necessary to introduce changes to the terms of service for the remainder of the financial year, specifically:

E2E will only provide devices for

  1. New starters, where there is no device to inherit from a previous post-holder
  2. Staff that don’t have access to any University supplied device (those who are currently relying solely on a personal device / BYOD)
  3. Staff whose only University supplied device is broken and not cost effective to repair

E2E will not attempt any routine replacements for the remainder of the financial year, so if the device in use is still functioning, it will not be replaced this year.
E2E will not provide a laptop if the staff member has access to a functioning University supplied desktop computer.
Staff are permitted to use secondary BYOD/personal devices at home as long as confidential data is not downloaded to the device. The VDS (Virtual Desktop Service) can be used in conjunction with a BYOD/personal device if access to confidential data/University information systems is required.
Directors of Faculty Operations (DFOs) will be provided with an overall quota for their Faculties and monthly statements showing the number of requests and expenditure. If the above changes do not bring demand for the service down, or if the monthly statements reveal a spike in requests for a particular Faculty, it may be necessary to introduce a Faculty based quota system to further manage demand.
As we approach the end of this financial year any underutilisation of funds may allow the service to continue with routine replacements.
Whilst these measures are not desirable they should prevent a significant overspend in the E2E budget and still allow all staff to have access to a managed device by September 2024. IT will look to reinstate the original terms of service as soon as the financial situation improves.
The E2E IT Service will keep offering equipment that is reusable and has been returned by former employees or for other reasons. We urge you to make requests that do not satisfy criteria 1 above if they are affecting the end user’s work, such as obsolete equipment that is slow, incompatible with different desk or office settings, or running on unsupported OS. We will look at these on a case by case basis.