Start of Term IT Support

Friday 3 November 2017

We know how important getting access to IT systems and services (particularly our Wi-Fi!) is for students, so we make sure we are resourced to provide additional IT support during arrivals weekend and orientation week, just case extra help is needed. IT welcome packs were issued to around 3000 new students during arrival weekend – outlining how to access key services, such as eduroam, Apps Anywhere and Office 365.

During arrival weekend (9-10 September), we had dedicated IT support available in the majority of Halls, along with an IT support team in the Main Library and our ID cards team who were based in the Gateway. We also recruited senior students to provide additional IT support during arrival weekend and orientation week – and we are very grateful for the positive contributions they make.

We see a wide variety of devices from all over the world during the first few weeks of term – and typically see around 40,000 connections to eduroam (our wi-fi) every day.

During the month of September 5983 calls were logged with the IT Service Desk (via front desk visits, emails, IT self-service or telephone). Whilst this is a lot, we’re really pleased with this figure! Five years ago, our logged calls in September were approximately 9000 – so there’s been a lot been going on behind the scenes to make access to systems and services more straightforward.

We collected over 150 feedback cards from the students during arrival weekend – from those receiving help and support from the IT Service Desk and Access Control teams. Every single one was positive. See examples below:

“Excellent services with dedicated and
patient staff, willing to help get the job
done. Greatly appreciated”

“The staff was very friendly and helped me
sort out the difficulty straight away.
Overall everything was very pleasant and
stress-reducing on move-in day”

During arrival weekend, orientation week and the first few weeks of teaching there is a particularly high demand for IT support and we would like to thank everyone involved for their continued support and patience during this time.

This slideshow requires JavaScript.

Click on the slideshow to see photos from the first weeks of start of term

Related topics

Subscribe to the IT Services blog

Enter your email address to subscribe to this blog to receive notifications of new posts.