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.
AV equipment: cameras and recording devices can be borrowed within students’ borrowing entitlements. These can be borrowed from the UniHelp Desk. Information can be found online at: http://unihub.mdx.ac.uk/study/it/equipment
Printing and photocopying: students can access printing via a range of methods including from a USB and mobile devices. Further information can be found online: http://unihub.mdx.ac.uk/study/it/printing-and-photocopying
Large format printing: Large format printing, such as posters, is available through the IT Helpdesk. There is a charge for this service. Please refer students to the UniHelp Desk in the first instance during the UniHelp Desk opening hours.
Specialist support and equipment:
Students with disabilities or special needs can borrow specialist equipment from the UniHelp Desk including Ergonomic keyboards, High vis/Large print keyboards and writing slopes.
There is a wide range of Assistive Technology and practical help available including software for dyslexic students. An extensive list of this is available online: http://unihub.mdx.ac.uk/study/library/help-and-support/library-support-for-disabled-students
A student with a disability, dyslexia or a long term medical condition should contact the Disability and Dyslexia Service to assess their individual needs and requirements. (Please see page 31)
e-Learning:
Turnitin: Please advise students to contact their module leader in the first instance, as the staff members running My Learning module/course areas (module leaders or tutors) are responsible for placing the content online.
Please refer to Coursework Submission on page 27.
My Learning issues should also be initially reported to the tutor. Please also advise the student that with both Turnitin and My Learning enquiries they can speak to UniHelp and the IT Helpdesk staff who can then report the problem to the e-Learning Team accordingly.
For further information please contact the UniHelp Desk or call 020 8411 6060.
What happens next?
UniHelp staff will assess the student’s needs and requirements and advise them accordingly. If the student’s enquiry requires further analysis this will be referred to the specialist Library, IT and Student Support teams.
Policy Information: http://unihub.mdx.ac.uk/__data/assets/pdf_file/0033/487158/Computer-Use-Policy-STUDENTS.pdf