Library and Student Support When a student needs IT Support
What should you be aware of? Sometimes students are unfamiliar with the software programs they are expected to use or experience difficulties using their own IT devices on campus. Specialist IT staff are available to help students with any computing related queries and services including:
— personal devices — computer access — wireless access — software — specialist advice on IT purchases — printing and photocopying — assistance with formatting documents
If a student is unable to access myUniHub, their emails or is experiencing difficulties with IT access, this may be a result of a range of problems including a Hold on the students account. On UniHub, there is a System Status page which includes important announcements, details about scheduled maintenance work and quick access links. This can be found at:
http://unihub.mdx.ac.uk/support/system-updates
Please refer the student to the IT Helpdesk or if this is outside core hours, to UniHelp (online or phone) to log the problem and refer to specialist teams.
What should you do?
Face-to-Face support If a student requires immediate support, please refer them to the IT Helpdesk. This is located in StudyHub on the 1st Floor of Sheppard Library. They are open Monday to Friday from 11am-6:30pm. Outside of these opening hours please advise students to speak to UniHelp (please check opening times).
Online support
Information is also available online. There are ‘How to Guides’ which include tutorials about various software, antivirus guides and network access. These can be found at the following link:
http://unihub.mdx.ac.uk/study/library/help-and- support/how-to-guides
There is also a list of FAQs including common enquiries such as password issues and laptop loans. Please refer students to the following page:
http://unihub.mdx.ac.uk/study/library/help-and-support/frequently-asked-questions
Outside core hours students can submit a query via UniHelp Online.
http://unihub.mdx.ac.uk/support/unihelp
Facilities available Laptop loans: Students are able to borrow a laptop as one of their loan items using the self-service cabinets. Please advise students that this service is free of charge, but loans can incur charges if overdue. Details of this service can be found online at:
http://unihub.mdx.ac.uk/study/it/laptops-for-loan
A small number of MacBooks are also available for 3 hour loan from the UniHelp Desk. For more information visit:
http://unihub.mdx.ac.uk/support/unihelp Call UniHelp on: 020 8411 6060 | 51
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