The OUCS Help Centre is the primary point of contact for University members requesting IT help from the Computing Services. It works in coordination and collaboration with the collegiate University’s distributed IT support staff who provide first-line local IT support for their own members. The support offered by the Help Centre covers both the central services provided by OUCS, and also a wide range of more general IT-related matters. The Help Centre supplies the 'Front of House' component of the Registration Service and the Help Centre facility at 13 Banbury Road also provides a number of IT resources for in-person visitors.
In addition to these IT support services and resources which are free at the point of use, the Help Centre also offers additional services which are chargeable. The OUCS Online Shop sells software licences and media to University members at discounted rates. The Hardware Repair and Upgrade Service is provided for University members' equipment which cannot be repaired under the terms of the Computer Hardware Breakdown Service. Hardware repairs and upgrades, data recovery and operating system reinstalls are offered for both IBM compatible PCs and Apple Macintosh computers.
- The operation of an IT help desk service.
- The day to day maintenance of the OUCS User Database.
- The provision of material resources in the Help Centre.
- The operation of an Online Shop.
- The operation of a Hardware Repair Service including Data Backup and System Reinstallation.
The first three items in this section are provided free at the point of use and are described below. The fourth and fifth items are chargeable and have separate Service Level Definitions linked above.
2.1 A help desk service. The current opening hours are listed on the Help Centre web page.
2.2 The help desk is staffed by two staff during core hours (10.00-17.00) and one at other times. Help desk staff deal with both personal callers and telephone calls, as well as emails as time permits. At busy times, unanswered phone calls are automatically diverted to overflow phones in a “back office” where further staff can handle calls as other duties permit. Up to five lines are thus potentially available for incoming calls. If a call remains unanswered it receives a recorded message. No voice-mail facility is provided.
2.3 The service aims for all email queries to receive a response from a staff member within one working day. In person and phone enquiries are resolved immediately wherever possible or referred on via email to be handled by experts within OUCS with a response target of one working day.
- Nexus/Outlook Web Access
- VPN service
- Webauth authentication service
- HFS backup service
- Weblearn VLE service
- Personal web space
- OWL and Eduroam wireless network service
- EZMLM mailing lists
- OUCS Status page (status.oucs.ox.ac.uk)
- OUCS news pages
- Message-of-the-day on OUCS main phone number (273200)
2.13 The day to day maintenance of the OUCS User Database is described in the Registration Service Level Description.
- A cluster of Windows and Macintosh workstations for general-purpose use
- Certain expensive or specialised resources, e.g. video editing facilities, Matlab software
- Certain facilities which might be lacking or unavailable in users’ college or department, e.g. A4 and A3 scanners, DVD-writing
- Wired and wireless network access
- Facilities demonstrating new technology, e.g. Windows login via Single-Sign-on, Use of Kerberos authentication on Macintoshes
- Facilities supporting the OUCS IT Learning programme
- Treat Help Centre users with courtesy
- Comply with the University’s current IT regulations
- Comply with UK copyright laws relating the copying of software, music, video etc.
2.19 Support via email. Queries to standard OUCS support addresses (e.g. help@oucs, postmaster@oucs) are automatically routed to the OUCS RT (Request Tracker) system with an automatic acknowledgement being sent to the user. All OUCS support staff can contribute to the handling of RT requests.
- Provide identification (normally a University card) or other relevant information when requested by Help Centre staff.
- Be aware of and comply with the University’s current IT regulations.
- Comply with UK copyright laws relating the copying of software, music, video etc. OUCS reserves the right not to deal with problems involving pirated software or other material which may infringe copyright laws.
- Treat Help Centre staff with courtesy.
- Pay for all chargeable work carried out via the OUCS On-line Shop before the equipment involved is returned.
- Self-service printing (for current charges see www.oucs.ox.ac.uk/helpcentre)
- The OUCS Shop prices are set such that the staff costs involved are met by the surplus of income over expenditure - see the Computing Services Online Shop
- The Hardware Repair and Upgrade Service has standard charges for popular services (see www.oucs.ox.ac.uk/helpcentre/pcsupport/hardware-service.xml). Less frequent requests are charged on the basis of parts at cost plus labour at an hourly rate. The data backup and system reinstalls have a standard charge - see www.oucs.ox.ac.uk/helpcentre/pcsupport/backup-reinstall.xml